ARE INSTRUCTIONS VIA E-MAIL SUITABLE? HOW TO CHOOSE AN EFFECTIVE COMMUNICATION MEDIUM AFTER CHANGES IN IT-ENABLED WORKFLOWS.

With a large variety of available communication medium, managers struggle to make the right decision about which communication is suitable for conveying a particular type of knowledge. This choice is highly relevant for the post-implementation phase of IT systems, because changed information systems usually result in changed workflows which make it necessary to inform, instruct or guide users about changes. The dynamic mapping model developed in this contribution helps managers to make an efficient decision about which communication medium to select for informing process teams in various situations. Based on a literature review 50 communication media suitable for communication in IT change projects are classified in 21 criteria resulting from the Shannon Weaver Model. The usage of the mapping model was positively applied in the real case scenario of a data maintenance process. [ABSTRACT FROM AUTHOR]