ELECTRONIC MAIL

AND ITS IMPACT ON PERSONAL COMMUNICATION

by

Wayne E. Pauli

Capella University Doctoral Learner

A Paper Presented in Partial Fulfillment

Of the Requirements of

SC501 Survey of Research in Societal and Cultural Change

September, 2002

Address: 805 North Olive Avenue

City, State, Zip: Madison, SD 57042Phone: 605-256-5800E-mail: wayne.pauli@dsu.eduInstructor Karla GableMentor: TBD

Abstract

After a 40 year development cycle, there is hardly an aspect

of one’s life that is not changing or has not changed due to

the technology of the Internet and specifically electronic

mail (e-mail). With the advent of what we know as e-mail in

1961, and the personal computer in 1981, the wheels have

been in motion for change. Some change has been gladly

accepted, while other change is unpopular and costly to the

economy. Various schools of thought exist over the methods

and modes by which a user becomes a catalyst or agent for

change. There is one item that all sides can agree on, that

being for e-mail to be the positive change that all expect

and desire of it, the human element of communication must be

present.

Table of Contents

Table of Contents ii

List of Tables (if tables used) iii

Introduction 1

Electronic Mail Defined 1

Origination of Electronic Mail 3

Positive Results from Electronic Mail 5

Negative Results from Electronic Mail 8

Change that has Occurred 13

Electronic Mail in the Educational Setting 15

Conclusion 19

Resources 21

ii

List of Tables

Table 1: Categories of Spam August 2002 8 - 9

Table 2 Signs of Spam 10

Table 3 Ten (10) Guidelines to better e-mails 11 - 12

Table 4 E-mail ranking in specific categories 17

Table 5 Common Sense Guideline of e-mail 20

iii

Electronic Mail and its Impact on Personal Communication

After a 40 year development cycle, there is hardly an aspect

of one’s life that is not changing due to the technology of the

Internet and specifically electronic mail (e-mail). (Henderson,

2001)

Personal computers and the Internet have saturated over 60%

of U.S. households with almost 100 percent of families with

incomes of over $75,000 being online. (cyberatlas.com, 2002)

The proliferation of online surfers is due in a large part to the

fact that e-mail is the most popular choice of users.

(whatis.techtarget.com, 2002)

How did this modern day phenomena develop, and how has it

changed the act of personal communication? These questions are

addressed throughout this paper.

Electronic Mail Defined

According to Elizabeth Rennie, writing for suite101.com,

“Email is changing your relationships.” She challenges e-mail

users to think back over the past week and to physically count

the number of conversations that transpired via this application.

(Rennie, 2002)

Perhaps the question of what exactly is e-mail should be

answered. According to the Institute for Telecommunication

Sciences (ITS) which is the research and engineering branch and

part of the United States Department of Commerce, electronic mail

(e-mail) is defined as, “an electronic means for communication in

which (a) usually text is transmitted, (b) operations include

sending, storing, processing, and receiving information, (c)

users are allowed to communicate under specific conditions, and

(d) messages are held in storage until called for by the

addressee.” (its.bldrdoc.gov, 2002)

E-mail is one of the protocols included in the Transport

Control Protocol/Internet Protocol (TCP/IP) suite of protocols.

A protocol is a rule of operation of the Internet. The Simple

Mail Transfer Protocol (SMTP) is used in sending the

communication, and the Post Office Protocol (POP3) is used to

receive the transmission from the sender. (whatis.techtarget.com,

2002)

Ms. Rennie goes on to state that according to a survey

completed in 2002 by Xerox, that more than 50 percent of workers

in the office environment would rather share knowledge via e-

mails than through personal face-to-face contact. (Rennie, 2002)

E-mail was one of the first uses of the Internet, and it is

still the most popular use of the Internet by people of all ages.

In fact, according to CyberAtlas.com, e-mail and its spin-off

application, instant messaging are the communication tools of

choice by American teenagers. (cyberatlas.com, 2002)

Origination of Electronic Mail

During his early professional career, Thomas Van Vleck was a

systems programmer and manager of systems analysis at

Massachusetts Institute of Technology (MIT). The Compatible

Time-Sharing System (CTSS) was begun at MIT in 1961. CTSS is the

precursor to Electronic Mail, in that via a main frame computer,

multiple users could log on, and place in files messages to other

users. (Van Vleck, 2002) These messages could be opened and read

at any time, and responses were completed by saving messages into

other participant’s files, or what was called unofficially the

user’s Mail Box.

Van Vleck was a new programmer on the staff at MIT, and

partnering with co-worker Noel Harris, in the summer of 1965,

created the Mail command. This command created the ability to

tell a user when they logged in to the main frame whether they

had new postings in the Mail Box file. (Van Vleck, 2001)

MIT continued to work with CTSS, refining it, adding

functionality, and streamlining the process. In 1968, J.C.R.

Licklider, who at one time was the Director of the Advanced

Research Projects Agency Network (ARPANET) for the Department of

Defense, and at this time was a professor of Electrical

Engineering at MIT, published his manuscript titled, “The

Computer as a Communication Device.” The premise of this paper

was that the Compatible Time-Sharing System (CTSS) with its mail

command should be implemented into all machines on the ARPANET so

that they could communicate with each other. (Bennahum, 2000)

Ray Tomlinson, a Cambridge, Massachusetts computer scientist

working at Buckingham, Browne, and Nichols School is quite often

credited as the inventor of e-mail, but, his contribution in 1972

was that of writing a program that allowed the “@” to be utilized

when addressing the message on the ARPANET. Prior to this, the

characters “-at” were used. (Van Vleck, 2001)

The following year (1973) found the TCP/IP protocols being

designed, and from a historical perspective the first famous

people to use e-mail were Jimmy Carter, Walter Mondale, and Queen

Elizabeth, in 1976. (infoplease.com, 2002)

Thirty-three years after MIT began CTSS, the White House had

a web site, and mass marketing campaigns were launched via e-mail

on the Internet. Yes, “spam” became part of the Internet

vocabulary. This was followed at the turn of the century with

viruses circulated via e-mails that threatened to shut down the

Internet. (infoplease.com, 2002)

It is projected that at present there are over 164 million

Americans utilizing the Internet, with the number swelling to in

excess of 544 million users worldwide. A Neilsen Net Rating

found that 90% of adults use e-mail. (Rennie, 2002)

From an idea in 1961 to the major communication tool of

2000, e-mail mailboxes now are estimated at more than 505 million

worldwide, with projections of 1.2 billion boxes by year end 2005

(Pastore, 2001)

Positive Results from Electronic Mail

A JD Power and Associates study has demonstrated that even

with long distance telephone rates at all time low levels, their

importance as a communication network continues to be eroded due

to the technologies of wireless telephones, instant messaging,

and e-mail. (Woods, 2002)

The Gallop organization surveyed Internet users world wide,

and found that e-mail remains the number one activity for online

users, with over 50 percent of the people surveyed stating that

e-mail was their most common online activity. (Pastore, 2001)

Along with the growth in the sheer number of e-mail

mailboxes by 2005 to 1.2 billion as reported by Michael Pastore,

the 2005 estimates continue with a staggering estimate of the

number of e-mails being sent. According to the International

Data Corp., the world's leading provider of technology

intelligence, industry analysis, market data, and strategic and

tactical guidance to builders, providers, and users of

information technology, the number of person-to-person e-mails

sent on an average day is expected to exceed 36 Billion

worldwide. (Pastore, 2001)

According to Bryant Downey in his article of August 2002 in

Communication News, “e-mail is no longer a second-tier

communication channel. The question today is not whether e-mail

should be used, but how the user can benefit from its use.”

(Downey, 2002) Benefits of e-mail are really quite dependent on

the user, but the simultaneous delivery of the asynchronous

communication, which is much faster than ordinary mail service,

is among the benefits listed. (iit.edu, 2002)

The ability to retrieve, read, and reply to the mail

messages, at a person’s convenience, is delivered by one of four

options, which adds increased flexibility to the e-mail service.

The options are:

On the server

Which has the advantages of being able to read you e=mail

from any Internet-capable computer, and also the server can store

the messages. (iit.edu, 2002)

Using POP mail (Post Office Protocol)

This option includes the advantages of having a graphical

user interface, which is quite often easier to navigate. POP

allows the user to manage their e-mail on their own computer, and

there is a certain ease to attaching files to e-mails. The was

the original protocol as envisioned by Van Vleck and later

becoming the standard of the TCP/IP suite of protocols that set

the rules for e-mail.(iit.edu, 2002)

Using IMAP (Internet Mail Access Protocol)

Advantages of utilizing the IMAP option include: the ability

to read your e-mail from any Internet-capable computer (the same

as the first option, On the server), e-mails can be saved on the

server, it also has a graphical user interface and it handles

attachments easily as does the POP protocol. (iit.edu, 2002)

Using the World Wide Web

The advantages of this fourth option would be that of having

the ability to read the e-mail from any web browser, and the

ability to save the e-mails on a server. (iit.edu, 2002)

E-mail usage continues to grow despite the challenges from

new technologies such as instant messaging. It is growing at

both work and at home, with a typical e-mail user online seven to

eight hours each week at home, and 80% of e-mail users are in

continuous contact with their respective work related e-mail

accounts. (Pastore, 2001)

Negative Results from Electronic Mail

By the end of the year, 2002, it is estimated that a full

35% of all e-mails received will be unsolicited to mailbox

owners. The term for unsolicited e-mails is “spam”. As the

number of mailboxes increase, so does the proliferation of spam

messages according to a Jupiter Research study. (Greenspan, 2002)

BrightMail, one of the leading developers of anti-spam

detection software, and boasting a 45 percent share of the market

estimates that more than 5 million unique spam attacks were

unleashed in the month of August 2002. BrightMail also stated

that the spasm could be placed in nine distinctive categories.

Table 1 – Categories of Spam August 2002

Category Percentage

Financial Marketing 33

Product-oriented messages 31

Pornography 11

Table 1 – (continued)

Health 5

Spirituality 3

Business Scams and pyramid schemes 3

Leisure related messages 2

Internet / computer related 2

Miscellaneous 10

(Greenspan, 2002)

In a PC World article, it was estimated that e-mail account

holders receive on the average 750 pieces of spam mail per year,

and it is estimated that this will increase to over 1500 by the

year 2006. (Tynan, 2002)

Spam costs businesses from $8 to $10 billion dollars

annually. Major internet service providers feel the cost of spam

most keenly. All have suffered spam floods that overloaded their

servers and shut down subscribers' e-mail service. ISPs, in turn,

pass the cost of fighting spam to consumers in the form of higher

access fees. One company, Monsterhut, sent over 440 million e-

mails last year. Spam may be annoying, offensive, expensive, and

a waste of resources, but it's generally not illegal. There's no

federal statute regulating bulk e-mail, and while 24 states have

some form of antispam legislation, only Delaware bans spam

outright. (Tynan, 2002)

There are 7 signs of Spam that a user can be on the lookout

for, they are:

Table 2 – Signs of Spam

Topic Definition

Phony Subject line Random characters can fool filtering software. Other spam just tries to fool you--"re: your order" is especially modish.

Dictionary Spam If a message's "To:" field is crowded with e-mail addresses containing names similar to yours, you've got dictionary spam, where spammers send messages to every address that looks like yours at several different e-mail domains.

Spurious Content If an e-mail says you can get rich working from home while enlarging your breasts, it's spam.

Bogus unsubscribe links Legitimate marketers honor unsubscribe requests. Spammers (at worst) use them to verify your address and send more spam.

Secret Scripts Some HTML spam contains JavaScript that launches your browser and loads a page, often with ads from porn sites.

Fake return address Most bulk e-mailers can generate random false return addresses--sometimes even using your own e-mail address.

Forged headers Spammers falsify routing headers--the

breadcrumb trail left by mail servers as e-mail passes through--to hide their location.

(Tynan, 2002)

Spam bots constantly work the Internet selecting e-mail

addresses. The addresses are then sold to the spam companies for

the onslaught of e-mail traffic. Spam is chewing up the

bandwidth and the central processing unit drive space. (Wright, &

Daniels, 2002)

An issue separate from the Spam issue is that of an

asynchronous communication such as e-mail lacking the

interactivity of synchronous communications such as telephone and

face-to-face communication. Andrea Poe, writing in HRMagazine

states that e-mail has introduced more communication problems in

the workplace. The problems stem from lack of etiquette and the

lack of rules pertaining to e-mail correspondence. (Poe, 2001)

E-mail is a hybrid of sorts, it is somewhere between a

telephone call and a letter. It lacks the interaction of a

telephone conversation, and it is not as formal as a letter. It

must have its own set of rules. (Poe, 2001)

Table 3 – Ten (10) Guidelines to better e-mails

Item Topic

1. Do not use the inbox as a catchall folder

2. Agree on company acronyms

3. Send group mail sparingly

Table 3 – (continued)4. Ask to be removed from distribution lists that are not

needed

5. Use the “Out of Office” feature whenever possible

6. Before sending an attachment make sure the recipient will be able to open it

7. Avoid sending attachments and graphics to people on the road

8. Be specific and helpful

9. Collect what you have to say in one e-mail rather than sending one message per thought

10. Respond to your messages as quickly as possible

(Poe, 2001)

W. Eric Martin of Psychology Today states in his article in

the November / December 2001 issue that the only thing that can

be ascertained by reading an e-mail is what the gender of the

author is. Research has established that women are more likely

to ask questions, make self-denigrating comments and reference

emotions, while their male counterparts will issue more opinions,

and submit messages with more insults and grammatical errors.

(Martin, 2001)

A study was conducted by Rob Thomson, PhD, and Tamar

Murachver PhD demonstrated this, when 35 subjects correctly

identified the sex of the author of non-gender specific e-mails

more than 90% of the time. (Martin, 2001)

Change that has Occurred

E-mail has become as common today as the 3M sticky note,

the telephone answering machine, and the special occasion

greeting cards. Some people use it often and seem to find new

opportunities to use it even more. Others hesitate when faced

with this communication tool, and how it threatens the way people

communicate. (Adria, 2000)

The change in communication as a channel has been researched

by John Carlson of Baylor University, and Robert Zmud of the

University of Oklahoma, with the underlying issue being, “whether

people’s perceptions of e-mail would be influenced by their

knowledge of and experience with it.” (Adria, 2000)

Statistics recited by Grapham T.T. Molitor, in his article

entitled 5 forces transforming communications, show that in 1999

e-mail volume exceeded regular mail volume by 10 to 1, and that

e-mail had become a regular and routine part daily activity for

over 80% of all U.S. households. (Molitor, 2001)

The telecommunications industry believes according to

Molitor that technological improvements, which include e-mail

create quality of life improvements for its users. But,

Margaret Wheatley in her book, Turning to one another: Simple

conversations to restore hope to the future, says human

conversation is the most ancient and easiest way to cultivate the

conditions of change. (Wheatley, 2002)

Within the two schools of thought lies the dilemma, not of

whether change is occurring, but rather, how is it occurring and

to what degree are individuals influenced by their knowledge

gained in usage of e-mail as opposed to knowledge gained by

perceptions obtained through conversations prior to use. (Adria,

2000)

Carlson and Zmud explored numerous types of knowledge to

help e-mail users communicate, and to supposedly hold more

positive attitudes toward the change of communication mediums.

Their study noted that through personal experience, a user

develops a greater satisfaction of the change, and finally that

a learning curve exists, and once a person uses e-mail a great

deal, they tend to see it as a good way to communicate. (Adria,

2000) These findings of the study support the position of the

telecommunications industry in that through use comes knowledge,

and with knowledge comes satisfaction, even without communication

as described by Margaret Wheatley.

Marco Adria also pointed out that the study allows a glimpse

in practical terms of how people perceive and are likely to use

e-mail. Yes, in fact perceptions based on other people’s

opinions and communication does positively impact the change of

both novice and experienced e-mail users. The study was

conclusively inconclusive as to which school of thought is the

catalyst for change in how we communicate, but rather that both

probably share the distinction of bringing change to personal

communication. (Adria, 2000)

Throughout this paper, the growth and importance of e-mail

has been duly noted. Author Jan McDaniel writing in the

periodical Link-up suggests that even though e-mail is

economical, and quick, and at times fun, that there are times

when a real voice on the telephone, or in person is necessary,

and that there are times when a printed letter delivered through

the postal channels is appropriate. We have undergone a positive

change in the communication arena and have embraced it very

quickly. But, it is cautioned, in some cases we are better off

making that contact the old-fashioned way. (McDaniel, 2000)

Electronic Mail in the Educational Setting

As far back as the early 1980’s, educators were confronted

with the issue that their industry was going to need reform, that

reform was imperative due to the advent of the IBM PC. (McCoy,

2001) The very item that made reform necessary would also be the

tool to lead the change, the personal computer. McCoy likened the

effort toward reform in the decade of the 80’s in education to

that of the pony express trying to regain its competitiveness

with the telegraph by breeding faster ponies.

Given the fact that little evidence of research existed in

the decades of the 80’s and 90’s concerning the computer

competencies needed by business teachers, Dr. McCoy completed a

Delphi study to ascertain the competencies necessary. (McCoy,

2001)

Twenty three panelists took part in this study, they came

from all geographic areas of the United States, eleven were male

and twelve were female, all panelists held terminal degrees, with

thirteen of them holding EdD’s, and ten of them PhD’s. From a

college rank, nine were full Professors, eleven were Associate

Professors, and three were Assistant Professors. (McCoy, 2001)

The entire study was conducted via e-mail, originating from

Moorhead State University in Moorhead Kentucky. Given the fact

that this study began in 1999, and that it was conducted in its

entirety via e-mail, the results demonstrate that e-mail was

ranked very high for continued academic development in college

curricula. (McCoy, 2001)

The panel began with 503 statements, which were consolidated

and ultimately yielded 105 statements that represented the

collective views of the 23 faculty members. The next step was

categorizing the statements into hardware, software, programming,

and integration areas of concentration. Then finally, the panel

applied a 5-point likert scale to each of the 105 statements,

with 1 being not important, 2 that the item was somewhat

important, 3 that the item was moderately important, 4 that the

item was important, and 5 that the item was very important.

(McCoy, 2001)

Table 4 – E-mail ranking in specific categories

Category Rank Comments

Hardware Computer Competencies Needed by Business Teachers in the 21st Century

4/ 105 In the year 2001, business education teachers should be able to demonstrate the ability to use E-mail and voice-mail hardware

Software Computer Competencies Needed by Business Teachers in the 21st Century

18/ 105 In the year 2001, business education teachers should be able to use local and wide-area communications networks for E-mail, group communications, and access to external information sources.

Integration Computer Competencies Needed by Business Teachers in the 21st Century

2/ 105 In the year 2001, business education teachers should be able to use written skills appropriate to business contexts. These include using either paper or electronic communications systems

(McCoy, 2001)

While there is some fluctuation in the rankings of the three

categories in which e-mail was mentioned, it needs to be pointed

out that in all occasions, the median and mode scores were 5 out

of 5.

Barbara Minsky and Daniel Marin conducted a research project

using 163 faculty members in two colleges at Louisiana State

University in Baton Rouge, and among the many hypotheses that

their research tested and proved correct was the hypothesis that

a favorable attitude toward change and innovation is positively

related to e-mail use of faculty members. (Minsky & Marin, 1999)

The question may be posed that secondary and even middle

school education should have addressed the issue of e-mail, and

that the post-secondary level is not the place for such

education. According to Michael Drolet, writing in the July 2000

issue of Risk Management, education is not doing a credible job

on e-mail education, specifically in the area of Do’s and Don’ts,

and a very significant problem has arisen for businesses that

higher education needs to address. (Drolet, 2000)

Drolet specifically points to the following effects of poor e-

mail education:

68 percent of companies characterize messaging improprieties

as widespread, and according to Datamation, the average cost per

company is $3.7 million dollars annually.

55% of workers it is estimated exchange potentially

offensive messages at least monthly based on information gathered

from PC Week.

40 percent of workplace web surfing is not business related,

and over 70 percent of Internet port traffic occurs during the

nine-to-five workday.

21 percent to 31 percent of employees in the PC Week survey

admitted to sending confidential materials to recipients outside

the company.

E-mail and the Internet are extremely valuable tools for

business and education, but there are very real legal, security,

and productivity issues that stem from its use. (Drolet, 2000)

Conclusion

A great deal of information regarding electronic mail was

researched to complete this paper. There still remain two

opposite positions regarding e-mail and change. Those of

Margaret Wheatley, who states that, “human conversation is

necessary for change – personal change, community and

organizational change, and planetary change.” (Wheatley, 2002)

And then the findings by Minsky and Martin stating that “a

favorable attitude toward change and innovation is positively

related to e-mail use of faculty members”, which refutes the

position taken by Wheatley, but certainly the findings align well

with, and are comparable to the findings submitted by Carlson and

Zmud which state, “that a learning curve exists, and once a

person uses e-mail a great deal, they tend to see it as a good

way to communicate.”

Also throughout the research there seems to exist a common

theme concerning the issues of usage of e-mail. The theme is

that of ethics, and the need for proper if not formal education

on how to use e-mail. Mark D. Hansen writing in the journal,

Professional Safety, has authored the following common-sense

guidelines for proper e-mail usage:

Table 5 – Common Sense Guideline of e-mail

1. Think about who may read your message

2. Picture the recipient’s reaction to your message

3. Avoid beginning with criticism

4. Don’t send a message that you would be embarrassed to send to a family member

5. Make sure your message is not too cryptic

6. Check your messages for grammatical idiosyncrasies

7. Read and reread messages before sending them

8. Make sure your message is concise

9. Avoid cluttering others’ electronic space with non-urgent items that you could send via fax or regular mail

10. Don’t let e-mail become a substitute for in-person or phone conversations

11. Remember the human element in communication

(Hansen, 1999)

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