Designing an E-Mail Prototype to Enhance Effective Communication and Task Management: A Case Study
Katz, Adi, Berman, Irit (2011)
Serdica Journal of Computing
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This paper deals with communicational breakdowns and misunderstandings in computer mediated communication (CMC) and ways to recover from them or to prevent them. The paper describes a case study of CMC conducted in a company named Artigiani. We observed communication and conducted content analysis of e-mail messages, focusing on message exchanges between customer service representatives (CSRs) and their contacts. In addition to task management difficulties, we identified communication...