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Abstract Total quality management requires rapid feedback on performance and an ability to remain close to the customer. Electronic messaging (EM) can provide this capability in traditional instructional settings. This study investigated whether electronic mail and computer conferencing improved course quality and teaching effectiveness for several business administration courses in management information systems. The results, supported by both qualitative and quantitative (survey) data, showed that electronic messaging enabled the instructor to be more accessible and responsive to the students. Additionally, the use of computer conferencing enabled the class to develop a greater level of cohesion. Overall, use of EM increased the perceived quality of the course and the effectiveness of the instructor.
Michael H. Zack (Sat,) studied this question.