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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/2192

Title: Email training significantly reduces email defects
Authors: Burgess, Anthony
Jackson, Thomas
Edwards, Janet
Keywords: email
electronic communication
employee training
employee productivity
Issue Date: 2005
Publisher: © Elsevier
Citation: BURGESS, JACKSON and EDWARDS, 2005. Email training significantly reduces email defects. International Journal of Information Management, 25(1), pp. 71-83
Abstract: Organisations are now becoming aware of the problems associated with email use and are keen to reduce these defects. These email defects relate to the ineffective way that email is used within organisations, and are not only limited to the volume of email that is sent and received, but also the quality of the email content. Email defects lead to inefficiencies within the workplace as employees spend more time dealing with email rather than doing other aspects of their job. This paper firstly examines how email is used within a large organisation and highlights the defects associated with email. The initial results show that these defects affect some groups of employees more than others. The paper also reports on the effectiveness of email training in reducing the defects associated with email use. The results show that some of these defects are related and that training can significantly reduce some of the email defects and improve the way people write emails.
Description: This article was published in the journal, International Journal of Information Management [© Elsevier]. The definitive version is available at: http://www.sciencedirect.com/science/journal/02684012.
URI: https://dspace.lboro.ac.uk/2134/2192
ISSN: 0268-4012
Appears in Collections:Published Articles (Computer Science)
Published Articles (Information Science)

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