Making the Most of E-Mail
研究测量了定义电子邮件丰富性的四个因素，探讨知识构建经验与通信伙伴知识如何帮助用户更丰富地使用电子邮件，从而形成更积极的态度。
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.