E-communication analysis: the cost of an internal email messaging system within organisations

摘要

A cost-benefit analysis of the use of internal email was carried out at the Danwood Group atudLincoln in the UK. This was a pilot exercise forming part of a larger exercise to evaluate the costsudand benefits of using computers to help further communications throughout the company.udThe times taken to read, write and carry out other functions with email were measured for a sampleudof employees. The email content was also monitored to determine which emails were businessudrelated. It was found that nearly two thirds of all emails dealt with were non-business related at theudstart of the research, but this figure decreased exponentially to a consistent 43% towards the end ofudstudy.udOverall the findings indicate that despite the fact that only one third of email use was businessudorientated, the time taken is still worthwhile compared with other traditional communicationudmethods. However, it was not possible to fully quantify the benefits of email over these otherudmethods, as the data for the alternatives has not yet been collected. The study showed that furtherudresearch is necessary in this respect.udThe paper concludes that the analysis has been a useful learning experience for the companyudshowing the value of cost-benefit research and highlighting the difficulties involved. It has alsoudidentified the possible benefits that could be obtained by monitoring the email system.