What email reveals about your organization

• Autores: Peter A. Gloor
• Localización: MIT Sloan management review, ISSN 1532-9194, Vol. 57, Nº 2, 2016, págs. 8-11
• Idioma: inglés
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• Resumen

  • By sifting through data from such sources as email archives, Twitter feeds, and Facebook group pages, managers can in fact learn a lot about how to manage these and other areas of their organizations. They can then use this information to generate better results. By studying data from various sources (such as email archives, tweets, and blog links), social network researchers have identified several indicators of how effective collaborative communication works. The indicators can guide managers in decisions about how groups should be organized and led, recommended levels of participation for group members, how quickly members should be expected to respond, the tone of the language that team members should use, and how technical the language should be. The research found that creative people work more effectively when they have strong leaders. For account management teams at a global services company, researchers found that customer satisfaction was higher when a few designated leaders communicated regularly with customers, rather than having a large number of employees communicate with the customer.