E-mail and Behavioral Changes

Dr. Fernando A. Lagraña, Grenoble Ecole de Management/Webster University, Geneva.

• Acknowledgements ixPreface xiIntroduction xvChapter 1. Electronic Mail 11.1. Electronic mail, what is it exactly? 11.2. The most used communication tool in the professional world 21.2.1. E-mail or telephone? 21.2.2. A growth that is not slowing down 31.2.3. A perfectly adapted tool for a business in touch 41.3. Characteristics and beginning of misuse 41.3.1. A remote and asynchronous means of communication 51.3.2. Almost instantaneous and interactive 61.3.3. Textual 71.3.4. Ubiquitous and mobile 81.3.5. Which allows numerous messages to be sent 81.3.6. On to the storing and archiving of messages 91.4. E-mail versus other communication tools 101.5. The structure of e-mail and its susceptibility to misuse 121.5.1. Structure 121.5.2. Envelope and body of the message: two possible targets 141.6. Other forms of electronic communication, other flaws 151.6.1. Instant messaging 151.6.2. Micro-blogging 161.6.3. Social networks 171.7. Conclusion 17Chapter 2. From Role to Identity 192.1. Roles, boundaries and transitions 192.1.1. Spatial and temporal boundaries 202.2. Roles 212.2.1. Definition 212.2.2. Role boundaries 232.2.3. Transitions between roles 262.3. Identities 282.4. Conclusion 30Chapter 3. Roles and the Digital World 333.1. When electronic communications disrupt space-time 333.1.1. The transformation of space 343.1.2. The transformation of time 343.1.3. The transformation of distance 353.1.4. Mobility and ubiquity 373.2. Role transformation 383.2.1. Role boundaries 383.2.2. Flexibility 383.2.3. Permeability 413.2.4. Role separation 413.2.5. Transitions between roles 423.3. Conclusion 43Chapter 4. Challenges in Communication 454.1. Interpersonal communication: a subtle tool 454.2. Misunderstanding in communication 464.2.1. Sources of misunderstanding 474.2.2. The absence of an operating communication channel 474.2.3. The absence of a common vocabulary 484.2.4. Exclusive information context 484.2.5. Situations involving incomprehension 494.2.6. Distance communication 494.2.7. Asynchronous communication 504.2.8. Heterogeneous competence domains or levels 504.2.9. Man–machine communication 504.2.10. E-mail: the accumulation of obstacles to comprehension 504.3. From misunderstanding to a lack of respect 514.4. A challenge for digital managers: communicating with the absent other 534.4.1. A lower volume of communication 534.4.2. A drop in communication quality 544.5. Conclusion 55Chapter 5. Defining Spam 575.1. What is spam? 575.2. Preface: the influence of role on users’ perceptions of messages 575.3. Classifying e-mails according to role management theory 615.3.1. Roles and direct and indirect idiosyncratic connections 615.3.2. Roles played, transitions and perception of e-mail 655.4. Message classification model 685.4.1. E-mails received from unknown sources 685.4.2. Commercial spam 695.4.3. Fraudulent spam 705.4.4. E-mail received from known (trusted) sources 705.5. Conclusion 73Chapter 6. A Lack of Ethics that Disrupts E-mail Communication 756.1. There is a new behavior behind every technical asset 756.2. Ethics and Information and Communication Technologies 766.3. Glossary of misuses and some of their consequences 796.4. Conclusion 104Chapter 7. The Deadly Sins of Electronic Mail 1057.1. Carefree exuberance 1057.2. Confused identity 1077.3. Cold indifference 1087.4. Impassioned anger 1097.5. Lost truth 1117.6. The door of secrets 1127.6.1. The ethical approach 1127.6.2. The managerial approach 1137.7. Fraudulent temptation 1147.8. What answers should be given to these questions? 115Chapter 8. The Venial Sins of Electronic Mail 1178.1. Information overload 1178.2. Anonymous disrespect 1188.3. Communication poverty 1188.4. Misunderstanding 1198.4.1. Poorly written messages 1198.4.2. Misread messages 1198.4.3. When faced with misunderstanding, is empathy a solution? 1208.5. Culpable ambiguity 1208.6. Humor, love, rumors, and all the rest 120Chapter 9. Exposure to Spam and Protection Strategies 1239.1. Risk behaviors 1239.1.1. Dynamic factors of spam exposure 1249.1.2. Static factors of spam exposure 1319.1.3. Other risks of spam exposure 1339.2. Protection strategies 1349.2.1. Keeping separate e-mail accounts 1349.2.2. Using complex addresses 1369.2.3. Treating received spam appropriately 1369.2.4. Checking our e-proximity and network 1389.2.5. Filters 1399.2.6. Modify our sensitivity to spam 1429.3. Conclusion 142Concluding Recommendations 145Bibliography 151Index 157