Email at Work

Presents findings from a survey conducted in April and May 2002, to examine the role of email in mainstream work situations. Documents how workers utilize, value, and are affected by email, and looks at the future of email use in the workplace

Email for clinical communication between healthcare professionals

Email is one of the most widely used methods of communication, but its use in healthcare is still uncommon. Where email communication has been utilised in health care, its purposes have included clinical communication between healthcare professionals, but the effects of using email in this way are not well known. We updated a 2012 review of the use of email for two-way clinical communication between healthcare professionals

Stress and productivity patterns of interrupted, synergistic, and antagonistic office activities.

We describe a controlled experiment, aiming to study productivity and stress effects of email interruptions and activity interactions in the modern office. The measurement set includes multimodal data for n = 63 knowledge workers who volunteered for this experiment and were randomly assigned into four groups: (G1/G2) Batch email interruptions with/without exogenous stress. (G3/G4) Continual email interruptions with/without exogenous stress. To provide context, the experiment's email treatments were surrounded by typical office tasks. The captured variables include physiological indicators of stress, measures of report writing quality and keystroke dynamics, as well as psychometric scores and biographic information detailing participants' profiles. Investigations powered by this dataset are expected to lead to personalized recommendations for handling email interruptions and a deeper understanding of synergistic and antagonistic office activities. Given the centrality of email in the modern office, and the importance of office work to people's lives and the economy, the present data have a valuable role to play

Perceived Justice and Email Service Recovery

This study adds to the limited research of email service recovery. It is perhaps the first non-US study of email service recovery as well as the first study to apply a theoretical perspective ¬– perceived justice – to email service recovery. The results of three annual studies using Australian data resemble US results and support extending perceived justice to service recovery via email. The distributive elements of replying and offering compensation, the procedural element of answering completely and the interactional element of thanking the customer showed significant positive relationships with customer satisfaction, positive word-of-mouth and repurchase intent. Perhaps most importantly for practitioners, the results of a stepwise regression showed that incorporating the simple phrase "thank-you" in the email reply was a strong predictor of successful email service recovery. Finally, this study found that response time might be less critical than previously thought