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Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Paulissen - Erik Sevenans - Filip Van Uytsel -Group 7 Janelle N...
Electronic               Mis         communication        Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Pauli...
IT-consulting – Technology – Healthcare+/- 74 000                48Employees (2011)        Countries
People about Communication Technology & Email“I think it is great thatpeople can use moderncommunicationtechnology to reac...
Example EmailFrom: Thomas_harding@atos.comTo: sarah_walker@finance.atos.com, charles_wartowski@it.atos.com, john_casey@it.a...
StructureCaseWhat is communication?Email & Problems   Lack of cues & emotions   Delayed Feedback   Ambiguity   Neutrality ...
Message to be sentSender   Encoding Message                Receiver            Channel           Feedback         Message ...
Noise
Information-Richness                                            Video                                          Conferences...
Information-Richness                                            Video                                          Conferences...
StructureCaseWhat is communication?Email & Problems   Lack of cues & emotions   Delayed Feedback   Ambiguity   Neutrality ...
Information-Richness         EmailLeanMedia          Information                -            Richness
Email                  Problems                                         Overload &    Lack of                             ...
Lack ofEmotions
Lack of              EmotionsClarify the                   Group Reasons                     Identity              Relatio...
Lack of Cues               Delaying Feedback
Ambiguity
Neutrality             and Negativity                 effectNeutrality Effect       Negativity Effect
Sender                       Receiver                                 Age         Neutrality Effect
Sender                           Receiver Relative  Status                                 Negative            Negativity ...
Sender factors           Receiver factors              Relative                Negative                            Age    ...
Sender factors             Receiver factors              Relative                        Negative                         ...
Overload
Informational     Tsunami
Worldwide: 294 billion emails per day   1,9 billion email users          =         155e-mails per person per day
Overload facts+/- 60% of e-mails are non-spam              must be answered5- 20 h per week reading/writing               ...
Stress
Communication Timing
Communication Timing
Communication Timing
StructureCaseWhat is communication?Email & Problems   Lack of cues & emotions   Delayed Feedback   Ambiguity   Neutrality ...
Delaying          Overload                 Feedback          & StressAmbiguity       Email Training  Lack of Cues         ...
SenderTraining
Subject: RE: IMPORTANT: read this!Subject: Pr-6789: Banners General Site                      Overload  Ambiguity         ...
ThinkBefore you send       Lack of Cues       and Emotions
Neutrality     Lack of Cues& Negativity    and Emotions   Effect     Don’t sent emails     when you’re emotional
Neutrality    Lack of Cues& Negativity   and Emotions   Effect “That was clear”“That was clear :-p”       Emoticons
ReceiverTraining
Organizing& Filtering        Overload        & Stress
Read in different ways Neutrality     Lack of& Negativity    Cues &    Ambiguity   Effect      Emotions
Schedule     Overload     & Stress
Delayed  FeedbackFeedback
Alternatives
ero Em ailZ
Overload &  Stress     Corporate Social Media DelayedFeedback
Overload &                               Delayed  Stress             Project management Tools   Feedback
Zero EmailYammer & Basecamp
Zero EmailYammer & Basecamp                    Email
Questions?
Shoot
SourcesPapersByron, K. (2008). Carrying too heavy a load? The                 Landry, E.M. (2000). Scrolling Around the Ne...
SourcesOther SourcesBlodget, H. (2011). BOMBSHELL: Huge Company Bans Internal Email, Switches Totally To Facebook-Type-Stu...
Group7 Electronic miscommunication
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Group7 Electronic miscommunication

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Transcript of "Group7 Electronic miscommunication"

  1. 1. Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Paulissen - Erik Sevenans - Filip Van Uytsel -Group 7 Janelle Nuyts - Jan Boelanders - Liesbeth Schepers - Matthias De Boodt - Pieter Haeck - Stefano Moi - Tom Op’t Roodt - Thomas Van Ryckeghem - Wouter Wouters - Yaiza Saez - Vega Fernandez Martin
  2. 2. Electronic Mis communication Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Paulissen - Erik Sevenans - Filip Van Uytsel -Group 7 Janelle Nuyts - Jan Boelanders - Liesbeth Schepers - Matthias De Boodt - Pieter Haeck - Stefano Moi - Tom Op’t Roodt - Thomas Van Ryckeghem - Wouter Wouters - Yaiza Saez - Vega Fernandez Martin
  3. 3. IT-consulting – Technology – Healthcare+/- 74 000 48Employees (2011) Countries
  4. 4. People about Communication Technology & Email“I think it is great thatpeople can use moderncommunicationtechnology to reach meanytime, anywhere” “But don’t you get me started about email… email’s a %@§*$!”
  5. 5. Example EmailFrom: Thomas_harding@atos.comTo: sarah_walker@finance.atos.com, charles_wartowski@it.atos.com, john_casey@it.atos.comCC: devon_woodcomb@finance.atos.com, lester_patel@it.atos.cm, … and 27 othersSent: October 17th 2010, 13:10:48Subject: RE: IMPORTANT: read this!Charles, Sarah. I have been waiting for three hours since my last message for youto upload the most recent version of the BACUS-proposal. The financialstatements must be updated ASAP, or we will get into serious problems. What didour legal department say about our first draft of the proposal? Their remarksshould be taken into account immediately! I WANT THE RESULTS IN MY INBOXBY 16:00!John, how for are you with the follow-up of our newer trainees? Remind themthat they have to be in the office an hour early tomorrow, so we can start thefirst SAP-training session on time. There will be SEVERE CONSEQUENCES forlate-comers. Also, can you come by my office before you go home tonight?
  6. 6. StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
  7. 7. Message to be sentSender Encoding Message Receiver Channel Feedback Message Received Decoding Message
  8. 8. Noise
  9. 9. Information-Richness Video Conferences Voice mailLean Memo’s E-mail Face Rich Online discussionMedia group Telephone -to- Media Conversations face
  10. 10. Information-Richness Video Conferences Voice mailLean Memo’s E-mail Face Rich Online discussionMedia group Telephone -to- Media Conversations face Everytime Everywhere
  11. 11. StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
  12. 12. Information-Richness EmailLeanMedia Information - Richness
  13. 13. Email Problems Overload & Lack of StressCues & Emotions Neutrality & Negativity Effect Delayed Ambiguity Feedback
  14. 14. Lack ofEmotions
  15. 15. Lack of EmotionsClarify the Group Reasons Identity Relationship development
  16. 16. Lack of Cues Delaying Feedback
  17. 17. Ambiguity
  18. 18. Neutrality and Negativity effectNeutrality Effect Negativity Effect
  19. 19. Sender Receiver Age Neutrality Effect
  20. 20. Sender Receiver Relative Status Negative Negativity Effect Affectivity
  21. 21. Sender factors Receiver factors Relative Negative Age Status Affectivity Neutrality Effect Negativity Effect
  22. 22. Sender factors Receiver factors Relative Negative Age Status Affectivity Social context Factor Message factors Neutrality Effect Negativity Effect
  23. 23. Overload
  24. 24. Informational Tsunami
  25. 25. Worldwide: 294 billion emails per day 1,9 billion email users = 155e-mails per person per day
  26. 26. Overload facts+/- 60% of e-mails are non-spam must be answered5- 20 h per week reading/writing e-mails 60% needs to handle work email at home
  27. 27. Stress
  28. 28. Communication Timing
  29. 29. Communication Timing
  30. 30. Communication Timing
  31. 31. StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
  32. 32. Delaying Overload Feedback & StressAmbiguity Email Training Lack of Cues Neutrality & Negativity and Emotions Effect
  33. 33. SenderTraining
  34. 34. Subject: RE: IMPORTANT: read this!Subject: Pr-6789: Banners General Site Overload Ambiguity & Stress
  35. 35. ThinkBefore you send Lack of Cues and Emotions
  36. 36. Neutrality Lack of Cues& Negativity and Emotions Effect Don’t sent emails when you’re emotional
  37. 37. Neutrality Lack of Cues& Negativity and Emotions Effect “That was clear”“That was clear :-p” Emoticons
  38. 38. ReceiverTraining
  39. 39. Organizing& Filtering Overload & Stress
  40. 40. Read in different ways Neutrality Lack of& Negativity Cues & Ambiguity Effect Emotions
  41. 41. Schedule Overload & Stress
  42. 42. Delayed FeedbackFeedback
  43. 43. Alternatives
  44. 44. ero Em ailZ
  45. 45. Overload & Stress Corporate Social Media DelayedFeedback
  46. 46. Overload & Delayed Stress Project management Tools Feedback
  47. 47. Zero EmailYammer & Basecamp
  48. 48. Zero EmailYammer & Basecamp Email
  49. 49. Questions?
  50. 50. Shoot
  51. 51. SourcesPapersByron, K. (2008). Carrying too heavy a load? The Landry, E.M. (2000). Scrolling Around the NewCommunication and Miscommunication of Emotion by Organization: The Potential for Conflict in the On-LineEmail. Academy of Management Review, 33(2), 309-327. Environment. Negotiation Journal, 16(2), 133-142.Jackson, T.W., & van den Hoof, B. (2012). Understanding the van Veenen, J. (2010). Dealing with Miscommunication,Factors that Effect Information Overload and Distrust, and Emotions in Online Dispute Resolution.Miscommunication within the Workplace. Journal of TISCO Working Paper Series on Access to Justice, DisputeEmerging Trends in Computing and Information Sciences, 3 Resolution, and Conflict System Design, 4,(8), 1240-1252. Burgess, A., Jackson, T., & Edwards, J. (2005). Email training significantly reduces email defects. International Journal ofBarley, S.R., Meyerson, D.E., & Grodal, S. (2011). E-mail as a Information Management, 25(1), 71-83.Source and Symbol of Stress. Organization Science, 22(4),887-906. Shannon, M.P. (2011). Supervising Your Team Electronically: E-mail Dos and Don’ts. Law Practice Magazine, 37(2),Burkell, J., & Kerr, I.R. (2000). Electronic Miscommunicationand the Defamatory Sense. Canadian Journal of Law andSociety, 15, 81-110.Rockmann K.W. & Northcraft, G.B. (2008). To be or not to Booksbe trusted: The influence of media richness on defection Robbins, S.P., & Judge, T.A. (2013). Organizationaland deception. Organizational Behavior and Human Behavior. Boston: PearsonDecision Processes, 107, 106-122.
  52. 52. SourcesOther SourcesBlodget, H. (2011). BOMBSHELL: Huge Company Bans Internal Email, Switches Totally To Facebook-Type-Stuff AndInstant Messaging. http://www.businessinsider.com/company-bans-email-2011-12, 04 December, accessed09.11.2012.Allen, P. (2011). One of biggest information technology companies in the world to abolish e-mails. http://www.dailymail.co.uk/news/article-2067520/One-biggest-IT-companies-world-abolish-emails.html, 30 November,accessed 09.11.2012.Kim, S. (2011). Tech Firm Implements Employee ‘Zero Email’ Policy. http://abcnews.go.com/blogs/business/2011/11/tech-company-implements-employee-zero-email-policy/, 29 November, accessed 09.11.2012.Griggs, B. (2011). Tech firm wants to ban office e-mail. http://edition.cnn.com/2011/12/05/tech/web/atos-office-e-mail-ban/index.html, 6 December, accessed 09.11.2012.Winckelmans, W., & Van Driessche, W. (2011). Lieten blundert SP.A vernieling in. http://www.standaard.be/artikel/detail.aspx?artikelid=P736BUI3, 19 February, accessed 06.11.2012.

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