Email and other forms of electronic communication have assumed a significant role in the communication processes of organisations. Yet despite increased efficiency in the communication process, miscommunication still abounds. In this paper the sensemaking model of knowledge in organisations is used to analyse communications and miscommunications experienced by persons relying primarily on emails and intranets as their major means of communication in an organisational context. This analysis leads us to a greater understanding of the assumptions behind the use of computer-mediated communication, the weaknesses and danger inherent in these assumptions, and possible means of overcoming these weaknesses.
Jerram, Cate; Cecez-Kecmanovic, Dubravka; Treleaven, Lesley; and Sykes, Chris, "Email and Assumptions: a study in electronic (mis)understandings" (2002). ACIS 2002 Proceedings. Paper 28.