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Quality Improvement of Email Communication in Work Groups and Organizations by Reflection

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Date

2005

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Source

Proceedings of the 2005 ACM International Conference on Supporting Group Work

Publisher

Association for Computing Machinery

Abstract

Email communication in work groups and organizations suffers from ill-composed messages. In this paper we introduce two approaches aiming to improve the overall quality of email communication by means of reflection. For this purpose, we determine, rate and classify quality problems as encountered in today's email communication. Subsequently, we derive criteria to rate the quality of email communication, both objectively as well as subjectively. The results of these ratings are then presented to the authors of email messages to encourage them to improve their email communication behaviour. Preliminary results suggest that our approach might have the potential to overcome problems of email communication caused by ill-composed messages.

Description

Vollmer, Guy; Gaβner, Katrin (2005): Quality Improvement of Email Communication in Work Groups and Organizations by Reflection. Proceedings of the 2005 ACM International Conference on Supporting Group Work. DOI: 10.1145/1099203.1099225. New York, NY, USA: Association for Computing Machinery. pp. 124–127. Sanibel Island, Florida, USA

Keywords

reflection , communication , electronic mail , improvement , email communication behaviour , feedback , quality

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DOI

10.1145/1099203.1099225

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GROUP 2005