Problem Resolution Through Electronic Mail: A Five-Step Model

Abstract Electronic mail can be a valuable tool within the general resolution and management of administrative problems. However, careful attention to problem definition and clarity of language appears to be needed for the effective use of electronic mail within the often emotional context of problem resolution. If poorly constructed, electronic mail messages may actually interfere with fundamental problem resolution strategies. This article presents a research-based five-step model for the effective use of electronic mail within problem resolution situations that has been developed by the authors and that has been used successfully at their institution. The model is particularly applicable to education and training environments.