This study explores social processes associated with e-mail overload, drawing on Sproull and Kiesler's first and second-order effects of communication technologies and Boden's theory of lamination. In a three-part study, the authors examined e-mail interactions from a government organization by logging e-mails, submitting an e-mail string to close textual analysis, and analyzing focus group data about e-mail overload. The results reveal three characteristics that contribute to e-mail overload— unstable requests, pressures to respond, and the delegation of tasks and shifting interactants—suggesting that e-mail talk, as social interaction, may both create and affect overload.

Public reporting burden for this collection of information is estimated to average 1 hour per response, including the time for reviewing instruction, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, PERFORMING ORGANIZATION NAME(S) AND ADDRESS(ES)Naval Postgraduate School Monterey, CA 93943-5000 PERFORMING ORGANIZATION REPORT NUMBER 9. SPONSORING / MONITORING AGENCY NAME(S) AND ADDRESS(ES)N/A SPONSORING / MONITORING AGENCY REPORT NUMBER11. SUPPLEMENTARY NOTES The views expressed in this report are those of the author(s) and do not reflect the official policy or position of the Department of Defense or the U.S. Government. 12a. DISTRIBUTION / AVAILABILITY STATEMENTApproved for public release; distribution is unlimited. 12b. DISTRIBUTION CODE ABSTRACT (maximum 200 words)Based on a class project that developed leadership communication competencies for seven levels of Army civilians, email was found to be the most prevalent means of communication, regardless of leadership level. Additionally, there was a widespread perception that email communication needs to be improved. This thesis seeks to explore the clarity, efficiency and effectiveness of email among personnel within Army project management offices. This study included four phases: 1) a review of the relevant literature, 2) a log of email received by five project officer's in the US Army Project Management Office, 3) a questionnaire to gather data about email usage in the Project Management Office, and 4) a thematic analysis of a sample of problematic emails. The findings suggest that an overwhelming volume of email, perception that email responses must be expeditious, and the prevalence of enabling technology, contribute most significantly to email overload. Recommendations include the proposal to initiate corporate email policy and training, thus standardizing best practices and regulating email usage. NUMBER OF PAGES 133 SUBJECT TERMS