E-Business Innovation and Process Management

presents a multiple case study investigation of email system monitoring and control. The study examines the interaction between key elements of email control identified by previous researchers, and considers the role of such controls at various implementation phases. The findings reveal eight major elements to be particularly important in monitoring and controlling email systems within the organizations studied. These are: (1) form a cross-functional email system management team; (2) implement and regularly update email management software; (3) formulate a detailed and legally sound email policy; (4) engage in structured email system training; (5) create and maintain ongoing awareness of email policy; (6) engage in a process of hybrid feedback and control based email monitoring; (7) firmly enforce discipline in accordance with the email policy; and (8) conduct regular reviews and updates of the email management program