Based on a variety of methods such as interviews, questionnaires, and corpus-based research, the book investigates the impact of electronic mail on several aspects of organizational behavior. These include, among other fields, e-mail marketing, customer relationship management, and hierarchical structures. Furthermore, the thesis presents research findings which show that diligence – or the lack thereof – can still win – or lose – contracts even in the age of electronic communication. The study deals exclusively with native-speaker communication to exclude any distortions deriving from non-native language problems and inaccuracies. Finally, mainstream e-mail guidelines are examined and compared to the way in which they are handled and perceived in real business life.
Frankfurt am Main, Berlin, Bern, Bruxelles, New York, Oxford, Wien, 2004. 256 pp., num. fig. and tables
Contents: What impact does the rise of e-communication have on the way in which organizations are structured (e.g.,
hierarchy, flow of communication)? – How does the relevant literature (style guides, etc.) treat the composition of electronic
mails and in what way does this treatment differ from ‘real life’? – What are the consequences - if any - of language errors
and omissions on the volume and quality of business transactions?