Employees’ perceptions of email communication, volume and management strategies in an Australian university

Abstract

Despite email playing a central role in university business, little is known about the strategies used by staff to manage email and the factors contributing to email overload. In a mixed method study undertaken in one Australian university comparing academic (n = 193) and professional (n = 278) staff, we found that while email volume was higher in academics they used fewer email management strategies. For both groups, thematic analyses of commentary responses revealed that the unnecessary use of emails by staff and students, the expectation of a quick turnaround and an escalation in email traffic were associated with email overload and, as a consequence, increased work-related stress. In conclusion, we suggest that email overload typifies the working environment of academic and professional staff in modern universities, pointing to the importance of training staff in email management strategies for improving productivity and well-being.