The Role of E-Mail on Information Overload in Organizational Managers by Bruce K. Bell M.A .• Pennsylvania State University. 1971 B.A.. Pennsylvania State University. 1969 Dissenation Submitted in Partial Fultillment of the Requirement for the Degree of Doctor of Philosophy Applied Management and Decision Sciences Walden University February 2000 DOCTOR OF PHILOSOPHY DISSERTATION OF BRUCE K. BELL APPROVED: CAROLE A. BEERE VICE PRESIDENT FOR ACADEMIC AFFAIRS WALDEN UNIVERSITY 2000 Walden University APPLIED MANAGEMENT AND DECISION SCIENCES This is to certify that I have examined the doctoral dissertation by Bruce K. Bell and have found that it is complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Dr. Gary Gemmill, Committee Chair Applied Management and Decision Sciences Faculty Walden University APPLIED MANAGEMENT AND DECISION SCIENCES This is to certify that I have examined the doctoral dissertation by Bruce K. Bell and have found that it is complete and satisfactory in all respects. Dr. William Brent, Committee Member Applied Management and Decision Sciences Faculty Signature \(~ I 00 Date Walden University APPLIED MANAGEMENT AND DECISION SCIENCES This is to certifY that I have examined the doctoral dissertation by Bruce K. Bell and have found that it is complete and satisfactory in all respects. Dr. Raymond Thron. Committee Member Health Services Program Director Signature Walden University APPLIED MANAGEMENT AND DECISION SCIENCES This is to certify that I have examined the doctoral dissertation by Bruce K. Bell and have found that it is complete and satisfactory in all respects. Dr. Anthony Chan. Faculty Representative Education Faculty 4~('.~ Sig e Date ABSTRACT The Role of E-Mail on Information Overload in Organizational Managers by Bruce K. Bell M.A., Pennsylvania State University, 1971 B.A., Pennsylvania State University, 1969 Dissertation Submitted in Partial Fultillment of the Requirement for the Degree of Doctor of Philosophy Applied Management and Decision Sciences Walden University February 2000 ABSTRACT This descriptive case study explored the role of e-mail on information overload in organizational managers. Conducting research at two international organizations in Central Virginia, the researcher surveyed 73 managers, conducted in-depth interviews with 12 managers, and completed an organizational records review of e-mail messages sent and received. The quantitative data were analyzed using the Pearson cl1rrelation coefticient to discover relationships between each of three subscales: the presence and perceived value of e-mail, resistance to information technology, and the experience of information overload. An independent t-test examined the responses of men and women. Those data revealed no statistically significant relationships between the variables and no statistically signiticant differences between men and women in their experience of information overload. Qualitative data collected from interviews, however, disclosed that some managers did feel overloaded with information, although e-mail often helped to alleviate some of the stress from overload. Others claimed not to experience such overload from e-mail; factors that distinguished between these two responses include experience with information technology and time spent as a manager. The records review confirmed the numbers of e-mail messages sent and received by managers at the two organizations. Lessons learned from this study include the importance of evolving technology, technologically experienced managers, usage guidelines, and training in the effective use of e-mail technology. The research suggests a starting point for future studies into that technology and the effects that it may have on individuals who must use it regularly. ACKNOWLEDGMENTS My family has been exceedingly supportive throughout the research and writing of this dissertation, and to each of them lowe everything. My wife Barbara and my sons Steve and Andrew are the most special people in my life, and I appreciate them more than they know and much more than I have expressed in the past three years. I am also thankful for the excellent dissertation committee chair I have had for this study: Dr. Gary Gemmill, and my committee members, Dr. Ray Thron and Dr. Bill Brent. Their insights and constructive recommendations motivated me and helped make this a better piece of scholarly research. At the two organizations studied in this dissertation, many managers gave freely of their time and energy, and I thank each of them. In particular, Tom Sherrier and his secretary Rosemary Hamilton at Ericsson, Inc., and John Fees and his secretary Faith Dixon at B & W Services, Inc., were extraordinarily helpful. In addition, Bob Kibler at Framatome Technologies was equally cooperative during the pilot test at that organization. lowe each of these individuals my sincerest gratitude. For over three years I have been blessed with some of the finest co-workers a person could have. My fellow faculty members at Liberty University encouraged me, instructed me, and inspired me. Moreover, Dr. Nancy Anderson, also at Liberty, was the best statistician with whom any doctoral candidate could hope to work, and I am deeply thankful for her assistance. To all my colleagues at Liberty, I look forward to continued fellowship and intellectual stimulation. Soli Deo Gloria! ii TABLE OF CONTENTS LIST OF TABLES ............................................................................................................. vi LIST OF FIGURES ........................................................................................................... vii CHAPTER 1: INTRODUCTION TO THE STUDY ........................................................ , I Introduction ......................................................................................................................... I Purpose Statement ............................................................................................................... 6 Problem Statement .............................................................................................................. 8 Background of the Problem ................................................................................................. 9 Theoretical Framework ..................................................................................................... 15 Assumptions ...................................................................................................................... 19 Signiticance ....................................................................................................................... 21 Research Questions ........................................................................................................... 24 Scope and Limitations of the Study .................................................................................. 25 Detinitions ......................................................................................................................... 28 CHAPTER 2: REVIEW OF THE LITERATURE .......................................................... 30 Introduction ....................................................................................................................... 30 Organizational Managers .................................................................................................. 32 Human and Technological Skills .................................................................................. 33 Managers in Changing Organizational Structures ........................................................ 38 E-Mail as an Information Technology .............................................................................. 42 Information Technology and Management ................................................................... 44 Information Technology and Organizational Structure ................................................ 47 Information Technology and Stress .............................................................................. 50 Information Technology and Gender ............................................................................ 53 E-Mail as Information Technology ............................................................................... 56 History and Growth of E-Mail .................................................................................. 57 Advantages and Disadvantages of E-Mail ................................................................ 59 E-Mail Policies .......................................................................................................... 63 Infomlation Overload ........................................................................................................ 66 Overload and the Manager ............................................................................................ 68 Effects of Information Overload ................................................................................... 71 Information Technology and Overload ......................................................................... 74 Information Overload and E-Mail ................................................................................. 78 Filters ......................................................................................................................... 81 Contradictory Findings .............................................................................................. 83 Ongoing