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 You’ve 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

14. Literature Review • Email first preference of virtual work teams • New technology doesn’t replace “old” technology

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

16. Questions