Monitoring and Controlling E-Mail Systems: A Cross Case Analysis

As the criticality of e-mail for electronic business activity increases, ad hoc e-mail implementation, prolonged management neglect, and user abuse of e-mail systems have generated negative effects. However, management’s ability to rectify problems with e-mail systems is hindered by our understanding of its organizational use. Research on e-mail systems is often dated and based on quantitative methodologies that cannot explain the interaction between various controls in organizational settings. Updating our understanding of the organizational aspects of e-mail systems utilizing qualitative methods is necessary. This paper presents a multiple case study investigation of e-mail system monitoring and control. The study examines the interaction between key elements of e-mail control identified by previous researchers and considers the role of such controls at various implementation phases. The findings reveal the effectiveness of e-mail committees, training, policies, and sustained awareness when combined with e-mail monitoring, and concludes by identifying key formal, informal, and technical controls.