Email: Its Decision Support System's Inroads

An Update

Abstract

Following on the 1993 survey of Plaisent and Bernard regarding executive utilization of email, we report on the results of a survey conducted in three countries that examines the way the email compares to the following communication alternatives: Face-to-Face, Telephone, Facsimile, and Letter on five criteria: Efficiency, Convenience, Preference, Most Used and Importance. The survey also reports on how these five communication modalities rate on Speed of Response and Problem Solution. Further, we analyzed the role of email in executing the following: in place of memos, inform others, schedule meetings, interact with colleagues, non-work messages, negotiate contracts, carry out projects, solve problems, and conduct job interviews. Finally, the study considers email's effect on various cost and documentation aspects. Overall, the results strongly suggest that email compares favorably with the Face-to-Face alternative and has increased in importance as a facilitating feature in the organizational decision-making structure.