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Electronic mail dysfunction: a reality check.

C J Case1

  • 1St. Bonaventure University, School of Business, St. Bonaventure, NY 14778, USA. ccase@sbu.edu

Cyberpsychology & Behavior : the Impact of the Internet, Multimedia and Virtual Reality on Behavior and Society
|January 31, 2009
PubMed
Summary

Electronic mail (email) use in businesses shows minimal personal use and flaming, unlike academic settings. This suggests greater organizational professionalism in professional environments.

Area of Science:

  • Business Communication
  • Organizational Behavior
  • Information Systems

Background:

  • Computer-mediated communication (CMC) systems, like electronic mail (email), are vital for organizational efficiency.
  • Prior research in academic settings indicates high rates of dysfunctional email use (e.g., flaming, personal use).
  • The impact of dysfunctional email use in business environments remains less understood.

Purpose of the Study:

  • To empirically examine the role and usage of electronic messaging in intermediate-size business firms.
  • To investigate the incidence of dysfunctional electronic mail use in a professional context.
  • To compare email usage patterns between business and academic settings.

Main Methods:

  • A three-site case study was conducted.

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  • Electronic mail messages were analyzed within intermediate-size firms.
  • Usage patterns, including personal use and flaming, were quantified.

    • Main Results:

    • Dysfunctional uses of electronic mail, such as personal use and flaming, occurred with minimal incidence in the studied business firms.
    • Email usage in this business context demonstrated a high degree of professionalism.
    • Findings contrast with previous research conducted in academic settings.

    Conclusions:

    • Electronic mail dysfunction appears to be less prevalent in business environments compared to academia.
    • Organizational professionalism may mitigate negative email behaviors in firms.
    • Results have implications for future research, particularly concerning the use of students as subjects in email studies.