Email training significantly reduces email defects

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.

The influence of workload and civility of treatment on the perpetration of email incivility

“…These guides reflect the general norms for formal e-mail messages (e.g., Bunz & Campbell, 2004;Weber, 2004). The guidelines that are communicated in netiquette codes are consistent with research findings supporting the value of readability (e.g., proper grammar, spelling, and sentence structure) and norm adherence (e.g., proper salutation) in email communication (Burgess et al, 2005;Sallis & Kassabova, 2000;Stephens et al, 2011). Commonly cited across netiquette guidelines are elements such as the use of salutations, proper grammar and spelling, an informative subject line and clarity when writing work-related emails.…”

“…Indeed, research has considered how the various aspects of email content (e.g., readability) and style (e.g., familiarity) influence the interpretability of messages and attributions made about email senders (e.g., Burgess, Jackson, & Edwards, 2005;Sallis & Kassabova, 2000;Stephens, Cowan, & Houser, 2011). Poor email readability, for instance in the form of poor grammar, spelling, and sentence structure, is associated with ambiguity and poor information transfer (Sallis & Kassabova, 2000).…”

Email communication in project management: A bane or a blessing?

“…It is appropriate and even necessary to use telephonic communication to prevent negative social outcomes and to maintain the personal connection. Frazee 1996 in Burgess, Jackson and Edwards (2005) highlighted the risk for misunderstanding and tension within the workplace because of ambiguous and poorly written email. Wilson (2002) stated that high-interaction participants found it frustrating to use email for developing relationships.…”

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

“…Miscommunication was measured using statements derived from Burgess et al (2005). It was designed using two separate scales for miscommunication in sending emails (judging ones own behavior) and miscommunication in receiving emails (judging others' behavior).…”