The purpose of this qualitative phenomenological study was to explore the lived experiences of government managers, supervisors, and nonsupervisors regarding their feelings and experiences with both effective and ineffective e-mail. The study provides a descriptive account of the characteristics and effects of word choices, sentence structures, and resulting tones on shared understanding of e-mail messages. Semistructured interviews drove data generation. Seven themes surfaced from the data. Theme 1 addresses the impact of pronouns on shared understanding. Theme 2 focuses on the impact of prepositions on shared understanding. Theme 3 deals with the effect of the use and nonuse of greetings and salutations. Theme 4 documents the effect of the use and nonuse of closings. Theme 5 identifies the effect of sentence construction and length. Theme 6 concentrates on the feelings that occur from confusing words and sentences. Theme 7 provides study participant recommendations for maximizing effectiveness of words, sentences, and tone. Conclusions drawn from the study’s findings indicate that organizations should establish formal organizational e-mail policies and develop e-mail training. Additionally, e-mail writers should personally review and edit e-mails before sending. This matching of the communication style and verbiage to the recipient should be a priority consideration for e-mail writers. Organizational leaders should establish specific organizational protocols and policies. The study identified that training resulting in consistent personal e-mail writing practices can add value to organizational communications and maximize e-mail effectiveness.
|School:||University of Phoenix|
|School Location:||United States -- Arizona|
|Source:||DAI-A 73/03, Dissertation Abstracts International|
|Subjects:||Communication, Mass communications, Information science|
|Keywords:||Emails, Sentence structure, Shared messages, Virtual communication, Word choice|
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