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Intentional and unintentional consequences of substituting face-to-face interaction with e-mail: An employee-based perspective

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O'Kane, Paula and Hargie, Owen (2007) Intentional and unintentional consequences of substituting face-to-face interaction with e-mail: An employee-based perspective. INTERACTING WITH COMPUTERS, 19 (1). pp. 20-31. [Journal article]

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DOI: 10.1016/j.intcom.2006.07.008

Abstract

In this article, we undertake empirical research into e-mail communication in the workplace to provide organizations with practical information about how employees can effectively manage their e-mail interactions. We employ an interpretative, qualitative methodology to examine their views of e-mail. Specifically, we consider the interaction between this and traditional face-to-face (F2F) contact. Theoretical ideas are subject to empirical scrutiny from a database of 29 in-depth interviews with users. The findings suggest that as computer-mediated communication (CMC) intensifies, communication is increasingly characterized by a complex interplay between CMC and F2F, with e-mail affecting communication in positive and negative ways, and also with intended and unintended outcomes. For organizations, the key is to raise employee awareness about their e-mail communications in order to maximize effectiveness and prevent negative outcomes such as back-covering and relationship breakdown. The results inform the development of a conceptual framework for the interpretation and investigation of e-mail communications. (C) 2006 Elsevier B.V. All rights reserved.

Item Type:Journal article
Faculties and Schools:Ulster Business School
Ulster Business School > Department of Management and Leadership
Research Institutes and Groups:Business and Management Research Institute
ID Code:4432
Deposited By:Dr Paula O'Kane
Deposited On:15 Jan 2010 13:28
Last Modified:15 Jun 2011 10:56

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