Insights on the implementation of a computer-based message system

Abstract Although computer-based message systems (CBMS) have been adopted in parts of many corporations, they are still a new form of communications to many others. This paper is addressed to management and planners who may be contemplating the introduction of a CBMS into their organization. Its purpose is to present insights we gained from a case study of such an implementation in a medium-sized, multi-national firm which decided to introduce a CBMS on a company-wide basis. We present results on usage patterns, including traffic volumes, and on what motivated staff and management to adopt the use of the system, the way they used it and the effects it had on their work and their interactions with others. The paper concludes with a set of suggested implementation guidelines which flow from our experience.