Effective communication is one of the organization’s success factors. Email is widelyspread and often is the most used communication method, however some organizationallatencies can happen which can lead to poor communication between employees andcustomers. The aim of this research is to find out if it is possible to reduce organizationallatencies by improving email communication. The research was performed using groundedtheory as both a method of data collection and data analysis, which was supported by themultiple case study research complemented by a number of interviews. The proof of conceptresearch method was additionally used both to make the interventions in the interviews andas a complimentary way to support the grounded theory research process. As a part of theresearch results, we have discovered that in some organizations the reason for organizationallatencies is that email is misused and that those organizational latencies can be mined fromthe employees' inboxes with the software prototype built during this research. We also makea proposal that in some organizations email should be replaced with an issue tracker (or asimilar system).
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