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

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journal contribution
posted on 10.06.2014, 13:05 by Tom Jackson, Sharman Lichtenstein
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.

History

School

  • Business and Economics

Department

  • Business

Citation

JACKSON, T. and LICHTENSTEIN, S., 2011. Optimising e-mail communication: the impact of seminar and computer based training. International Journal of Internet and Enterprise Management, 7 (2), pp. 197 - 216

Publisher

© Inderscience

Version

AM (Accepted Manuscript)

Publication date

2011

Notes

This article was published in the serial, International Journal of Internet and Enterprise Management [© Inderscience]. The definitive version is available at: http://dx.doi.org/10.1504/IJIEM.2011.039915

ISSN

1476-1300

eISSN

1741-5330

Language

en

Exports