Shared semantics and the use of organizational memories for e-mail communications

Examines the use of shared semantics information to link concepts in an organizational memory to e-mail communications. E-mail is by far the dominant business application of the Internet, yet the use of e-mail relies on a number of assumptions regarding the effectiveness of interpersonal communications. One of these assumptions is that of common meaning or shared semantics. Assuming shared semantics in electronic communications can lead to a breakdown in communication, and the very managerial improvements that e-mail is intended to foster can be negated by the resultant lack of understanding. In this paper how shared semantics are created, maintained, and used to enhance e-mail communications is discussed. A framework for determining shared semantics based on organizational and personal user profiles is presented. How shared semantics are used by the HyperMail system to help link OM content to e-mail messages is illustrated.