The E-flow audit: an evaluation of e-mail flow within and outside a high-tech firm

Abstract

<p>Use of computer mediated communication, specifically electronic mail ( e­ mail), has grown exponentially in recent years reaching 50% penetration in Canada households (AC Neilson, 2000). The penetration rate is even higher for corporate environments (Wareham, 1999). E-mail is the communication medium of choice for most businesses and can therefore be construed as a proxy for codified knowledge flow in organizations (Bontis, 1999a; 1999b). This paper advances the intellectual capital body of literature by empirically examining several knowledge management phenomena. Specifically, a comparison is made between inter-and intra-departmental knowledge flows in organizations. Furthermore, knowledge flows within functional departments as well as knowledge flows to and from the external environment are examined. Data was collected from the header information of 15,500 e-mails logged over five random days in a high-tech organization of 480 employees. This data was then mapped onto the organizational chart and compared with the perceptual responses of a survey administration. Quantitative results were then triangulated with qualitative data gathered during focus groups. The research results yielded two important findings: 1) individuals showed an interesting bias towards over-estimating their perceived knowledge flow throughout the organization and 2) the eFlow Audit is an insightful managerial tool which provides a snapshot for knowledge management evaluation.</p>