The Cost of Email within Organizations

The Cost of Email within Organizations

Thomas W. Jackson (Loughborough University, UK), Ray Dawson (Loughborough University, UK) and Darren Wilson (The Danwood Group, UK)
Copyright: © 2002 |Pages: 7
DOI: 10.4018/978-1-931777-08-7.ch021
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A pilot exercise on the cost-benefit analysis of the use of internal email was performed at the Danwood Group. This forms part of a larger exercise to evaluate computer communication to help enhance performance throughout the organisation. The chapter has resulted in the creation of an internal email costing process showing when it starts to become a more efficient means of communication. In this study, the times taken to read, write and perform other functions with email were measured for a sample of employees. The email content was also monitored to determine which emails were business related. It was found that nearly two thirds of all emails were non-business related at the start of the research, but this decreased to a consistent 43% towards the end.

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