Masters Theses

Date of Award

5-2001

Degree Type

Thesis

Degree Name

Master of Science

Major

Human Resource Development

Major Professor

Jacquelyn DeJonge

Committee Members

Randal Pierce, Doo H. Lim

Abstract

Corporate investment in computers, software, and communication technologies is massive. The primary reasons for investing in communication technologies are to increase productivity, effectiveness, efficiency, and greater communication. But communication systems are useless and expensive if no one utilizes them. An assessment of email communication in organizations therefore is considered critical and necessary for organizations to obtain in-depth information, to be able to determine employees' skills, and to develop a plan to improve these skills. The purpose of this study is to assess email communication in a public organization to determine the training needs for achieving the full potential of email usage. The study surveyed 65 employees by using an existing instrument in the study of "Information Technology in Organizations: Impact on Structure, People, and Tasks." The instrument was modified and tested with a pilot group to assess the reliability of the test items. A population yielded 46 responses. Descriptive statistical methods were used to elicit information about the frequency of the use of email for the characteristics of the daily tasks, the types of these tasks and also the users' skill levels. Results showed that employees performed routine, complex, simple, non-routine, coordination, and uncertain tasks more often than ambiguous and broadcasting tasks. Most tasks that the respondents performed more than "often" were also categorized in the uncertain, simple, and routine tasks categories. Tasks such as discussing confidential or sensitive information and resolving conflicts were ranked lowest in both performance frequencies and skill levels. There were positive relationships between tasks and users' skill levels at using email in most tasks. More than fifty percent of tasks performed by respondents were above the level of "good skills." Even the lowest skilled respondents performed above the level of "fair skills."

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