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OT DOES E-MAIL ESCALATE CONFLICT?


Since we previously have had discussion about email etiquette, I thought 
the group might find this article interesting.


>DOES E-MAIL ESCALATE CONFLICT?
>According to the authors of a recent paper, using e-mail to resolve 
>conflicts carries a major risk: that disputes will escalate to 
>irresolvable levels and even damage senders' and receivers' relationships. 
>In the paper "E-Mail Escalation: Dispute Exacerbating Elements of 
>Electronic Communication," the authors suggest ways to keep conflicts from 
>arising.
>
>The authors contrast the properties of face-to-face communication with 
>those of electronic communication. Specifically, e-mail exchanges take 
>place in an antisocial context (participants are isolated at their 
>computers), allow new tactics (such as lengthy messages or communications 
>that bundle multiple arguments together) and are characterized by 
>reviewability and revisability (communicators are able to reread received 
>messages and extensively shape their responses).
>
>Though escalation may be more likely during electronic communication, say 
>the authors, participants can - and should - manage that risk to resolve 
>conflicts more productively. To access the complete paper, go to 
><www.mba.vanderbilt.edu/ray.htm>www.mba.vanderbilt.edu/ray.friedman. 
>Source: Lauren Keller Johnson, MIT Sloan Management Review, Fall 2002.

B

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