Abstract
The article focuses on a study conducted by John Carison of Baylor University and Robert Zmud of the University of Oklahoma in which they measured four factors that they felt defined the richness of e-mail. Carlson and Zmud explored several kinds of knowledge that should help e-mail users communicate more richly and therefore lead them to hold more positive attitudes toward e-mail. First, they examined the effects of knowledge-building experiences with e-mail. They noted that, through experience, users may develop greater communication expertise with e-mail. The researchers also studied the effect that knowledge of a communication partner might have on users' perceptions of e-mail as a rich communication medium. Partner knowledge would allow e-mail users to refer to shared experiences, or to understand more readily what the other person is trying to communicate.
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