Streamlining Communication Processes in Organizations using Web ...

Title: Streamlining Communication Processes in Organizations using Web 2.0 Principle Speaker: Pascal Grosset Authors: Anwar Chutoo - [email protected] Begum Durgahee - [email protected] Pascal Grosset - [email protected] Department of Computer Science & Engineering, Faculty of Engineering, University of Mauritius Paper Type: Oral Paper ABSTRACT The ease of sending emails has resulted in an average of at least 50 emails being received daily per person. This huge amount of information has resulted in an Information Overload problem. The consequence is that the amount of time spent filtering emails has drastically increased although some important information is still sometimes overlooked. The solution proposed in this paper is the use of an array of so-called “Web 2.0” tools like Blogs, Wikis, Instant Messaging, Online Calendar, Collaborative Documents and Syndication to create a new communication model that will help classify information and reduce unsolicited information. Keywords Information Overload, Web 2.0, email, Blogs, Wikis, Instant Messaging, Online Calendar, Collaborative Documents, Syndication SUMMARY 1.Introduction Formally, all communication in organizations were through paper memos but nowadays most of the daily communication takes place through emails. The latter definitely provides a more efficient way of communicating since it reduces paper use and reaches the recipient faster. However, this has proved to be its main disadvantage as well since it is now being abused of; for example, spam have reached immeasurable levels. Moreover, while it was reported that people received about 16 emails per day in 1996, this figure has risen to about 86 in 2006 [1] eventually causing a problem of Information Overload. “Information Overload is the feeling of stress when the information load goes beyond the processing capacity.” [4] The problems associated with Information Overload via email can be accrued when a user belongs to different mailing lists and the sender sends the same email to the different lists. This results in multiple copies of the same information reaching the receiver. It was reported that 79% of the complaints associated with Information Overload is due to an “excessive volume of communication” [7]. Ideally email should be used only when information need to be sent directly to one or a small group of people. While many of the approaches at solving the Information Overload problem have focused only on trying to filter out information, this paper proposes a model to efficiently communicate and classify information through the use of different accessible tools. Rather than trying to limit the information that reaches the end user, this model if followed will reduce the amount of

information received through emails. The paper focuses on Information Overload with respect to emails since we have noticed that most complaints arise from the sheer bulk of emails received daily.

Figure 1. - Current Information Flow 2. Related Work One of the basic ways to reduce Information Overload is to tackle spam which accounts for about 24% of emails received [6]. However, we believe that even “non-spam” emails can create Information Overload. Ho & Tang proposed using Syndication and portals, although they fall short of specifying which kind of information should be posted on which kind of site; they just mention Syndication as a means of “aggregating information from different sources” [2]. 3. Proposed Model The proposed model of communication will exploit an array of common Web 2.0 tools as a means of classifying information. This can be implemented by using a Personal Computer with a browser supporting the latest Internet standards (e.g. Firefox 3, Safari, IE 7) and an Internet connection. No additional or specialized software is required.

Figure 2. - Proposed Flow of Information 3.1 Rational of the model While the current model of communication in organizations involved sending all information through emails, as illustrated in Figure 1, the proposed architecture uses Wikis, Blogs, Collaborative Document solutions, Calendar Systems, Email, Instant Messaging and Syndication to classify different types of information reaching an individual, shown in Figure 2. Blogs and Wikis will be used as important information repositories. The advantage of posting information on these channels is that information can be easily posted (no need to know HTML as is the case for standard web pages) and they can be easily searched. Furthermore, users can use Syndication to get notifications whenever new updates have been posted. This will alleviate the user from the burden of visiting the respective sites to check for updates. For example, on a Research Blog at the University of Mauritius, a post can be placed for the Research Week and deadlines mentioned as well. Interested researchers, who have registered for the feeds from this blog, will immediately be informed that a Research Week is going to be held. Further queries can be added as comments to the Research Week post which will then be clarified within subsequent posts. Thus, using Blogs and Syndication has eliminated one use of email. The “traditional” email system will not be scrapped. It will still be used but enhanced with

Instant Messaging which can be used to immediately resolve issues addressed in emails. However, other more appropriate systems like Calendars and Collaborative Document solutions will be used for scheduling meetings and enhancing collaboration. Online Calendar Systems have the inherent benefit of alerting users for appointments (which is a feature that sending an email does not support) through email, pop-ups and even SMS. The integration of such a system with emails can prove to be powerful. 3.2 The right tool for the job The proposed model acts as a guideline. In order to fully appreciate the power of the different components, it is important to know the tools available, their specificities and in which circumstances each is more appropriate. Among the tools we have identified are Wikis, Blogs, Syndication, Email and Instant Messaging, Calendar Systems, Collaborative Documents as discussed below. 3.2.1 Wikis Wikis provide a simple way of creating documents that can be edited and reviewed by large group of people. This can be used in collaborative document making, especially for in house documentation where emphasis lies on the content and the format of the document is of minimal importance. Furthermore, instead of using static web pages, Wikis can be used as portals since they can be easily edited. 3.2.2 Blogs Blogs are useful when comments are sought on a particular topic. Once an initial post has been made, viewers may comment on the issue at hand. This can typically be more efficient than emails when members of an organization need to send their views on a particular topic. Using a 'traditional' approach, emails would be sent back and forth. Using Blogs, a post can simply be made and comments are incrementally posted by users. Moreover, Blogs coupled with Syndication provide a powerful way of advertising events and news. This can replace emails, followed by many reminders that are usually sent in organizations whenever an event needs to be advertised. 3.2.3 Syndication The different components of interest, such as Blogs and Wikis, are glued through Syndication whereby users register to the sites which interest them. Another interesting feature of Syndication is that users can share the feeds they find interesting with others. Most Syndication systems can provide either a one line title of the event or a brief summary indicative of the posts of interest to the user. 3.2.4 Email and Instant messaging The “traditional” email system should be coupled with Instant Messaging. The latter allows for immediate action upon receipt of an email if both parties are online. The current modus operandi using email for urgent matters is to send an email to the recipient followed by a phone call to confirm that he has received the email and will act upon it shortly. 3.2.5 Calendar Systems Calendars can be attached to email systems where meeting information can be extracted automatically from emails. A better solution still is the direct use of general Calendar Systems where a meeting can be scheduled on a calendar and all those sharing the latter are notified through SMS or emails. The sharing of individual calendars can also allow meetings to be easily scheduled with minimal clashes. 3.2.6 Collaborative Documents Collaborative Document solutions should be used instead of desktop Word Processing

solutions especially when collaboration is required. Nowadays, they are quite fast, allow users to work off-line and then synchronize their work with the online version. Collaborative Document have most of the required Word Processing capabilities that similar desktop solutions offer. Compared to Wikis, they are more appropriate when the format as well as the content of a document is important. One example could be to manage and make available the allocation of resources in an organization. Instead of having to send emails to inform users about the status of scarce resources, an online spreadsheet could be used, where all those involved can easily see the status of the allocations. Only authorized personnel though can be given rights to update the document, thus ensuring that the management of the resources is centralized. 4. Conclusion We have proposed a solution where information targeted to an individual will not be emailed in bulk, but will rather be through efficient use of Web 2.0 technologies. The classification of information will help reduce time spent filtering emails and since the information source will now be diversified, the user will feel less submerged with Information Overload. REFERENCES 1.Danyel Fisher, A.J. Brush, Eric Gleave, Marc A. Smith, Revisiting Whittaker & Sidner’s “Email Overload” Ten Years Later, Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work 2.Jinwon Ho, Rong Tang, Towards an Optimal Resolution to Information Overload: An Infomediary Approach, Proceedings of the 2001 International ACM SIGGROUP Conference on Supporting Group Work 3.Darice M. Lang, Monica Luketick EdD, Mining for Gems in an Information Overload, SIGDOC 96 4.Ingrid Mulder, Henk de Poot, Carla Verwijs, Ruud Janssen, Marcel Bijlsma, An Information Overload study: Using design methods for understanding, Proceedings of the 20th conference of the computer-human interaction special interest group (CHISIG) of Australia on Computer-human interaction: design: activities, artefacts and environments, 2006 5.Ruud Janssen, Henk de Poot, Information overload: Why some people seem to suffer more than others, Proceedings of the 4th Nordic conference on Human-computer interaction: changing roles, 2006 6.Laura A. Dabbish, Robert E. Kraut, Email Overload at Work: An Analysis of Factors Associated with Email Strain, Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work 7.Ali F. Farhoomand and Don H. Drury, MANAGERIAL INFORMATION OVERLOAD, COMMUNICATIONS OF THE ACM October 2002/Vol. 45, No. 10, Pg 127