Socialtext has connected the dots between a few reports to discover that a great deal of our email comes from handling exceptions. Because business processes don't have a system to translate them into practice, we spend more than a quarter of our day emailing about the exceptions to the business process rules.Email overload due to broken business processes... Wow. I've never thought about it in that way. This would be very interesting to investigate in more detail. To which part of the email overload does this account? I don't think all of it. Because email also helps us communicate over business processes. Not all our work - I'm happy to say - can be defined or is related to business processes.
Worse than the volume of email is the amount of mental energy required by each email recipient, ergo worker, to parse each exception and determine what to do with it. E-mail was once intended to increase productivity and has now become so voluminous it is counter productive. Basex determined that business loose $650 billion in productivity due to the unnecessary email interruptions. And, the average number of corporate emails sent and received per person per day expected to reach over 228 by 2010.
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