善用電子郵件的知識傳衍價值與工作績效研究─以個人知識工作者為例

Emails＇Knowledge-Derivative Value and Work Performance―An Example of Knowledge Workers

黃榮吉(Jung-Chi Huang)

指導教授 ： 林淑瓊

大同大學/經營設計學院/資訊經營學系所/碩士(2008年)

摘要

網際網路興起與蓬勃發展觸動資訊通訊技術不斷創新，在這一波資訊時代的變革中，電子郵件系統導入與大量使用成為現今企業應用網際網路工具最為普及的方式。而企業幾乎全面導入電子郵件系統，主要在於電子郵件資訊訊息可以快速流通、任務即時派遣與狀況回報和低投資成本等誘因。然而伴隨著通訊工具的便利使用，也致使資訊傳遞產生大量超載的問題，各項重要知識夾雜在郵件系統中，間接造成個人資訊管理與存取的問題，可知由電子郵件產生與個人相關的知識將隨著個人的成長而逐步累增，所以若無有效的管理因電子郵件累積的知識將連帶影響到工作效率。本研究以知識工作者為對象試圖探討系統化管理電子郵件的方法，並以任務/科技配適模型(TTF)、及理性行為理論(TRA)為基礎，探討郵件管理態度、IT技術的涉入程度、企業電子郵件使用規範與影響電子郵件使用成效之關係，並將電子郵件當成個人資料庫進行資料累積與管理，以及研究此個人資料庫對於個人工作績效之關連性研究。研究中以「個案研究法」深度訪談八位電子郵件重度使用之知識工作者，以期瞭解實務上個人電子郵件管理對於知識累積與工作績效間的關連，再經過跨個案綜合分析後將進行研究架構調整，並且進行研究命題發展，研究中發現良好的電子郵件管理策略是建立個人資料累積和管理以及使用成效的重要因素，並可將電子郵件提升為協助工作管理的重要角色；而IT技能的高度應用對於資料累積與管理及使用成效產生莫大之助益；資料累積與管理的運用程度是決定使用成效的關鍵，透過知識分享使之產生正向的持續累積循環，讓知識的搜尋，擷取、分享都變得更為容易，如此所衍生出來的知識能量將是非常可觀，並促使知識工作者能夠提供更快、更好與更精確的決策，尤其能促使員工間的相互緊密合作，以更智慧的方法來完成工作；而使用成效直接影響工作績效，利用郵件資料庫的知識能量與郵件的使用成效以改善知識工作的處理過程。

關鍵字

電子郵件管理 ； 知識管理 ； 工作績效 ； 任務/科技配適模型 ； 理性行為理論

並列摘要

With the increasing innovation of information and communication technology triggered by the rising and development of Internet, at this information reform times, the involved and largely used email system currently becomes the most common way in the application of internet tools among enterprises. However, the enterprise introducing nearly all-directional email system is mainly due to the various factors such as rapid circulation of email information, real-time task dispatch, status return and low investment cost and so on. With the convenient use of communication tools, a large amount of overload problems occur in the information circulation, and each important knowledge is entrained in the mail system, which leads indirectly to the problems in personal information management and storage, thus we can see that the occurrence of emails and relevant knowledge of individual gradually accumulate with the individual progress, if without effective management of emails, the accumulated knowledge will jointly influence its work efficiency. This research will try to discuss the systematical management methods of emails by focusing on knowledge workers as subjects, and based on TTF and TRA, discuss the management attitude of emails, involvement degree of IT technology, the relation between the standardized application of corporate emails and the utility efficiency of emails, and regard emails as personal database to accumulate and manage the data, so as to make the relevance research of this personal database influencing on individual work performance. This research uses case research method to give an in-depth interview toward eight knowledge workers who frequently use emails, hopes to understand the relevance between personal email management, knowledge accumulation and work performance in practical term, and then adjusts the research framework by conducting a comprehensive analysis of the crossed cases and finally concludes the research proposition development. From the research, it is found that good management strategy of emails is an important factor in building personal data accumulation, its management and utility efficiency, so emails can be promoted as the essential role of assisting work management; The frequent application of IT ability helps greatly the data accumulation, its management and utility efficiency; The application degree of data accumulation and management decides crucially the utility efficiency, because the shared knowledge can help this positive accumulation constantly continue and circulate, makes the hunting, acquisition and sharing of knowledge more easily available, the considerable knowledge energy derived from which can promote the knowledge workers to provide much faster, much better and accurate decisions, particularly enhance the mutual close cooperation among employees and their using more intellectual working ways; however, utility efficiency directly affects the work performance, thus the knowledge energy in mail database and the utility efficiency of mails can be used to improve the handling process of knowledge working.

並列關鍵字

Email management ； knowledge management ； work per

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