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Optimising e-mail communication : the impact of seminar-and computer-based training

Jackson, Thomas W. and Lichtenstein, Sharman 2011, Optimising e-mail communication : the impact of seminar-and computer-based training, International journal of internet and enterprise management, vol. 7, no. 2, pp. 197-216.

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Title Optimising e-mail communication : the impact of seminar-and computer-based training
Author(s) Jackson, Thomas W.
Lichtenstein, Sharman
Journal name International journal of internet and enterprise management
Volume number 7
Issue number 2
Start page 197
End page 216
Publisher Inderscience
Place of publication Olney, England
Publication date 2011
ISSN 1476-1300
1741-5330
Keyword(s) e-mail communications
SBT
seminar-based training
CBT
computer-based training
workplace communication
email costs
emails
employee effectiveness
employee efficiency
email defects
United Kingdom
Summary Employees continue to report multifarious e-mail concerns ('e-mail defects') including ambiguous unclear messages, e-mail overload, security and privacy issues, and e-mail interruptions. These defects have an effect on employee efficiency and effectiveness. This paper explores the importance of identifying e-mail defects and the effectiveness of training employees in efficient use of e-mail at four UK organisations, using Seminar-Based Training (SBT) and Computer-Based Training (CBT) delivery modes. The findings suggest that SBT has a diminishing impact over a very short period of time, but a combined approach of SBT and CBT is more effective and provides better results.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 890399 Information Services not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2011, Inderscience Enterprises Ltd.
Persistent URL http://hdl.handle.net/10536/DRO/DU:30036180

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