We made this presentation for the Course Organizational Psychology

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. 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. IT-consulting – Technology – Healthcare
+/- 74 000 48
Employees (2011) Countries

4. People about Communication Technology & Email
“I think it is great that
people can use modern
communication
technology to reach me
anytime, anywhere”
“But don’t you get
me started about
email… email’s a
%@§*$!”

5. Example Email
From: Thomas_harding@atos.com
To: sarah_walker@finance.atos.com, charles_wartowski@it.atos.com, john_casey@it.atos.com
CC: devon_woodcomb@finance.atos.com, lester_patel@it.atos.cm, … and 27 others
Sent: October 17th 2010, 13:10:48
Subject: RE: IMPORTANT: read this!
Charles, Sarah. I have been waiting for three hours since my last message for you
to upload the most recent version of the BACUS-proposal. The financial
statements must be updated ASAP, or we will get into serious problems. What did
our legal department say about our first draft of the proposal? Their remarks
should be taken into account immediately! I WANT THE RESULTS IN MY INBOX
BY 16:00!
John, how for are you with the follow-up of our newer trainees? Remind them
that they have to be in the office an hour early tomorrow, so we can start the
first SAP-training session on time. There will be SEVERE CONSEQUENCES for
late-comers. Also, can you come by my office before you go home tonight?

6. Structure
Case
What is communication?
Email & Problems
Lack of cues & emotions
Delayed Feedback
Ambiguity
Neutrality & Negativity effect
Overload & Stress
Solutions

7. Message to be sent
Sender Encoding Message Receiver
Channel Feedback
Message Received
Decoding Message

8. Noise

9. Information-Richness
Video
Conferences
Voice mail
Lean Memo’s
E-mail
Face
Rich
Online discussion
Media group Telephone
-to- Media
Conversations
face

10. Information-Richness
Video
Conferences
Voice mail
Lean Memo’s
E-mail
Face
Rich
Online discussion
Media group Telephone
-to- Media
Conversations
face
Everytime
Everywhere

11. Structure
Case
What is communication?
Email & Problems
Lack of cues & emotions
Delayed Feedback
Ambiguity
Neutrality & Negativity effect
Overload & Stress
Solutions

12. Information-Richness
Email
Lean
Media
Information
-
Richness

13. Email
Problems
Overload &
Lack of Stress
Cues & Emotions Neutrality
& Negativity
Effect
Delayed
Ambiguity
Feedback

14. Lack of
Emotions

15. Lack of
Emotions
Clarify the Group
Reasons Identity
Relationship
development

16. Lack of Cues
Delaying Feedback

17. Ambiguity

18. Neutrality
and Negativity
effect
Neutrality Effect Negativity Effect

19. Sender Receiver
Age
Neutrality Effect

20. Sender Receiver
Relative
Status
Negative
Negativity Effect Affectivity

21. Sender factors Receiver factors
Relative Negative
Age
Status Affectivity
Neutrality Effect Negativity Effect

22. Sender factors Receiver factors
Relative Negative
Age
Status Affectivity
Social context Factor
Message factors
Neutrality Effect Negativity Effect

23. Overload

24. Informational
Tsunami

25. Worldwide:
294 billion emails per day
1,9 billion email users
=
155
e-mails per person per day

26. Overload facts
+/- 60% of e-mails are non-spam
must be answered
5- 20 h per week reading/writing
e-mails
60% needs to handle
work email at home

27. Stress

28. Communication Timing

29. Communication Timing

30. Communication Timing

31. Structure
Case
What is communication?
Email & Problems
Lack of cues & emotions
Delayed Feedback
Ambiguity
Neutrality & Negativity effect
Overload & Stress
Solutions

32. Delaying Overload
Feedback & Stress
Ambiguity
Email Training
Lack of Cues Neutrality
& Negativity
and Emotions Effect

33. Sender
Training

34. Subject: RE: IMPORTANT: read this!
Subject: Pr-6789: Banners General Site
Overload
Ambiguity & Stress

35. Think
Before you send
Lack of Cues
and Emotions

36. Neutrality Lack of Cues
& Negativity and Emotions
Effect
Don’t sent emails
when you’re emotional

37. Neutrality Lack of Cues
& Negativity and Emotions
Effect
“That was clear”
“That was clear :-p”
Emoticons

38. Receiver
Training

39. Organizing
& Filtering
Overload
& Stress

40. Read in different ways
Neutrality Lack of
& Negativity Cues & Ambiguity
Effect Emotions

41. Schedule
Overload
& Stress

42. Delayed
Feedback
Feedback

43. Alternatives

45. ero Em ail
Z

46. Overload &
Stress Corporate Social Media
Delayed
Feedback

47. Overload & Delayed
Stress
Project management Tools Feedback

48. Zero Email
Yammer & Basecamp

49. Zero Email
Yammer & Basecamp
Email

50. Questions?

51. Shoot

52. Sources
Papers
Byron, K. (2008). Carrying too heavy a load? The Landry, E.M. (2000). Scrolling Around the New
Communication and Miscommunication of Emotion by Organization: The Potential for Conflict in the On-Line
Email. 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, Dispute
Emerging 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 of
Barley, 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 Miscommunication
and the Defamatory Sense. Canadian Journal of Law and
Society, 15, 81-110.
Rockmann K.W. & Northcraft, G.B. (2008). To be or not to
Books
be trusted: The influence of media richness on defection Robbins, S.P., & Judge, T.A. (2013). Organizational
and deception. Organizational Behavior and Human Behavior. Boston: Pearson
Decision Processes, 107, 106-122.

53. Sources
Other Sources
Blodget, H. (2011). BOMBSHELL: Huge Company Bans Internal Email, Switches Totally To Facebook-Type-Stuff And
Instant Messaging. http://www.businessinsider.com/company-bans-email-2011-12, 04 December, accessed
09.11.2012.
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.