Problem Resolution Through Electronic Mail: A Five-Step Model From: Innovations in Education and Teaching International | Date: November 1, 2001| Author: Grandgenett, Neal; Grandgenett, Don | Copyright Taylor & Francis Group Nov 2001. Provided by ProQuest LLC.Copyright information

SUMMARY

Electronic mail can be a valuable tool within the general resolution and management of administrative problems. However, careful attention to problem definition and clarity of language appears to be needed for the effective use of electronic mail within the often emotional context of problem resolution. If poorly constructed, electronic mail messages may actually interfere with fundamental problem resolution strategies. This article presents a research-based five-step model for...