Email, Intranet or Voicemail

1
Email, Intranet or Voicemail

• Kathleen M. Lampi
• May 19, 2003

2
Background

• Insurance Sales Manager Team
• Virtual team
• 40 team members
• Located in 23 states
• Provide coaching and training to bankers who
  offer insurance

3
Current Situation

• Intranet was introduced in July 2002
• National Sales Manager Perceptions
• Email - once a week
• Voicemail - daily
• Intranet - 2 to 3 times a month
• Technology Manager believes all communication
  should be on the intranet

4
Research Question

• Do the communication channel preferences of a
  virtual work team vary by message content?

5
Research Objectives

• Determine
• Current usage of email, voicemail and intranet
• Ranked preferences on how team members would like
  to receive information

6
Written Survey

• Conference call introduction
• Distributed and collected at national sales
  conference
• 100 response rate

7
Email Usage

• How frequently do you access your work email
  account?
• 85 access at least once a day

8
Voicemail Usage

• How frequently do you access your work voicemail
  account?
• 95 access at least once a day

9
Intranet Usage

• How frequently do you access the Wells Fargo
  Insurance Intranet?
• 80 access 2 to 3 times a week

10
Product Information

• Wells Fargo Insurance is introducing a new fixed
  annuity product.
• 93 rank email as first preference
• 63 rank intranet as second preference
• 64 rank voicemail as third preference

11
Organizational Change

• Wells Fargo Insurance is announcing changes in
  reporting structures and you have a new manager.
• 60 rank voicemail as first preference
• 62 rank email as second preference
• 86 rank intranet as third preference

12
Recognition

• Youve been nominated for Service Excellence.
• 63 rank voicemail as first preference
• 62 rank email as second preference
• 86 rank intranet as third preference

13
Conclusions

• Usage
• Daily email and voicemail access
• Weekly intranet access
• First Preferences
• Product information email
• Organizational change voicemail
• Recognition voicemail

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Literature Review

• Email first preference of virtual work teams
• New technology doesnt replace old technology

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Research Question

• Do the communication channel preferences of a
  virtual work team vary by message content?
• YES

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Questions