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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/14803

Title: Optimising e-mail communication: the impact of seminar and computer based training
Authors: Jackson, Thomas
Lichtenstein, Sharman
Keywords: E-mail communications
Seminar-based training
Computer-based training
Workplace communication
Email costs
Issue Date: 2011
Publisher: © Inderscience
Citation: JACKSON, T. and LICHTENSTEIN, S., 2011. Optimising e-mail communication: the impact of seminar and computer based training. International Journal of Internet and Enterprise Management, 7 (2), pp. 197 - 216
Abstract: 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.
Description: This article was published in the serial, International Journal of Internet and Enterprise Management [© Inderscience]. The definitive version is available at: http://dx.doi.org/10.1504/IJIEM.2011.039915
Version: Accepted for publication
DOI: 10.1504/IJIEM.2011.039915
URI: https://dspace.lboro.ac.uk/2134/14803
Publisher Link: http://dx.doi.org/10.1504/IJIEM.2011.039915
ISSN: 1476-1300
Appears in Collections:Published Articles (Business)

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