Burgess, A., Jackson, T., Edwards, J. and Matthews, R., 2003. Measuring electronic communication defects and their impact at 3M.
Although email is frequently often thought of as a quick and efficient
form of communication, often little thought is given to how email affects
the employee. This paper has made steps towards gaining a better
understanding of email communication and how it can be used more
effectively in an organisation. The results obtained from this study can
also provide the basis for communication usage policies and training,
which could then reduce wasted time and improve employee productivity.
It has also shown both the value of obtaining metrics and the difficulties
involved. The paper highlights some of the problems, and some of the
issues that need to be addressed with email communication within a large