Abstract

Abstract Two electronic mail systems were studied within an organization: an executive system for upper management and a general system for all employees. The results from 130 interviews indicated that both systems were perceived to contribute to productivity, a reduction in use of memos and a reduction in telephone calls. However, the executive system was perceived to be more satisfactory and more effective than the general system. The ratio of positive comments to negative comments was used as an independent measure of satisfaction with each electronic mail system. The user comments were also classified and discussed in terms of types of perceived advantages and problems with these systems.