Managing email usage: A cross case analysis of experiences with electronic monitoring and control

Aidan Duane, Patrick Finnegan

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Citations (Scopus)


An email system is a critical business tool. However, as electronic business activity increases, ad-hoc email implementation, prolonged management neglect and user abuse of email systems have generated negative effects. Anticipating, managing and preventing these negative effects has become increasingly important as organisations struggle to derive benefits from these systems. Many organisations try to control the negative effects of email through a combination of policies and electronic monitoring. However, monitoring can be contentious and policies are often inadequate. This paper presents the results of a multiple case study investigation of email system monitoring and control in four organisations. The study highlights the need to formulate a coordinated and comprehensive response consisting of technical, formal and informal controls. The study reveals the effectiveness of email management committees, training, policies, and sustained awareness when combined with email monitoring. The paper concludes by identifying key factors for effectively monitoring and controlling email usage.

Original languageEnglish
Title of host publicationProceedings of the 6th International Conference on Electronic Commerce, ICEC '04
Number of pages10
Publication statusPublished - 2004
Event6th International Conference on Electronic Commerce, ICEC04 - Delft, Netherlands
Duration: 25 Oct 200427 Oct 2004

Publication series

NameACM International Conference Proceeding Series


Conference6th International Conference on Electronic Commerce, ICEC04


  • control
  • electronic monitoring
  • email systems
  • monitoring software
  • negative effects


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