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 organisation.