Optimising e-mail communication: the impact of seminar- and computer-based training
by Thomas W. Jackson, Sharman Lichtenstein
International Journal of Internet and Enterprise Management (IJIEM), Vol. 7, No. 2, 2011

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.

Online publication date: Sat, 25-Apr-2015

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