Lydia Wallgren and Malin Westerlind

Work related email communication within CSC

How can the managing of work related email improve to better

suite the need of the user within a government agency?

Abstract

This work examined how work related email is used at CSC, a department of Royal Institute of Technology. The aim of the study was to look in to the rules concerning email at KTH, investigate the email communication in the department and analyse what could be improved. The study was conducted by three steps, which the first was sending an email with a simple question to the employees to see how quickly and how many that responded. The second contained an online survey to obtain quantitative material on how the employees felt that work related emails functioned in their work lives. The last step that followed was two interviews; one of them with an employee and the other was with two representatives from the workgroup “Systemgruppen” which was responsible for operation and maintenance of the computer systems at CSC.

The survey revealed that all employees manage their emails different from one another and that many did not follow the rules that applied to them. The conclusion was that most of the employees was not informed by the rules concerning emails. In order to find improvements of the email management other organizations and how they worked on improved their email management were examined. The study resulted in a number of improvements that, among other things included a more thorough approach regarding email management and education for the employees on work related emails.