User Perceptions of the Usefulness of E-Mail and Instant Messaging

Abstract

This chapter describes research that explores the impact of unsolicited traffic on the perceived usefulness of electronic message technologies. Two technologies were explored: e-mail and instant messaging. The hypothesis is that unsolicited message traffic would have negative effects on the perceived usefulness of the technologies. However, the findings did not support this expected result. Users of the technologies appear to cope with the unsolicited traffic in a variety of ways. The implications of results are discussed from the perspective of managers, researchers, marketers, service providers, and public policy makers.