Affiliations: [a] Department of Industrial Engineering and Management, Ben-Gurion University of the Negev, P.O. Box 653, Beer-Sheva 84105, Israel | [b] Education Consulting Group, Index Group Inc., Cambridge, MA, USA | [c] College of Business, Northeastern University, Boston, MA, USA
Note: [*] On sabbatical leave at: Computer Information Systems Department, Suffolk University, 8 Ashburton Place, Boston, MA 02108-2770, USA.
Abstract: Proliferation of electronic mail is limited despite cost and time advantages over other forms of communication. This study identifies, from the users' perspective, non-technical factors that must be addressed before electronic mail can realize its potential as a cost effective and efficient communication tool. Two of the human implementation factors identified as most influential in discouraging the use of electronic mail are directory assistance and the small number of E-mail counterparts among colleagues. Thus, the communication efficiency suffers not necessarily because electronic mail fails to perform, but because of human implementation factors.
Keywords: Electronic mail, interactive communication media, diffusion of interactive technologies, human factors
