Achieving Agility by Improving Information Quality in Email Exchanges by Identifying Entities and Related Objects (original) (raw)
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Email communication is becoming a burden for many employees and the way email is handled is far from efficient [5]. Employees are overwhelmed by the volume [4], lose important items [6], and feel pressured to respond quickly (often within seconds [3]). The major research in this field is trying to solve these problems by designing and building better email systems through understanding email usage [5]. Although these systems will probably improve email communication, would going back to basics provide, at worst, an interim solution?
2009 IEEE Conference on Commerce and Enterprise Computing, CEC 2009, 2009
According to recent surveys, information workers send and receive an average of 133 messages per day 1 , and users talk about "living" in email, spending an average of 21 percent of their time on it, as well as reporting general problems with overload. Information created by a business can represent either an asset or a liability, depending largely on how well it is managed. Email is no different in this respect: it can be a highly efficient and useful tool for communication, but only if the information it contains can be managed effectively. One of the main drawbacks of email usage today is its insufficient integration into the collective workspace environment. We believe that by integrating it with other external information (both on the desktop and on distributed servers), one can migrate some of this information to more appropriate storage environments, thereby partly addressing the problem of overload and offering users an integrated access to data and functionality. Currently, there is much research in the area of both personalised and business information management, but very little research that focuses on email as the primary information source, despite its ubiquity. In this paper we survey the current state of the art in email processing and communication research, focusing on the current and potential roles played by email in information management, and commercial and research efforts to integrate a semantic-based approach to email. Keywords-email research; state of the art; intelligent email 9
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Email occupies a central role in the modern workplace. This has led to a vast increase in the number of email messages that users are expected to handle daily. Furthermore, email is no longer simply a tool for asynchronous online communication—email is now used for task management, personal archiving, as well both synchronous and asynchronous online communication (Whittaker and Sidner 1996). This explosion can lead to “email overload”—many users are overwhelmed by the large quantity of information in their mailboxes.
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Abstract In this paper we present the DLM 3.0 project's vision for e-mail communication in enterprise. The project promotes the use of semantic techniques, based on case studies and ergonomic analysis to improve current email tools, in an enterprise context. The project's realm is to create a corporate social network centered on email, with email being connected to the company tools, and automatically interacting with them.
Introduction to This Special Issue on Revisiting and Reinventing E-Mail
Human-Computer Interaction, 2005
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Journal of Internet and Enterprise Management, 2011
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.
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Email training significantly reduces email defects
International Journal of Information Management, 2005
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.
Revisiting and Reinventing Email
Special Issue of Human-Computer …, 2005
Various reasons have been put forward for email's success. Unlike face to face communication, its affordances free participants from the constraints of space and time allowing senders and recipients to communicate at times and in places that are convenient to each ...