Managing E-Mail Systems: An Exploration of Electronic Monitoring and Control in Practice

An email system is a critical business tool and an essential part of organisational communication. Many organisations have experienced negative impacts from email and have responded by electronically monitoring and restricting email system use. However, electronic monitoring of email can be contentious. Staff can react to these controls by dissent, protest and potentially transformative action. This chapter presents the results of a single case study investigation of staff reactions to electronic monitoring and control of an email system in a company based in Ireland. The findings highlight the variations in staff reactions through multiple time frames of electronic monitoring and control, and the chapter identifies the key concerns of staff which need to be addressed by management and consultants advocating the implementation of email system monitoring and control.