Mandatory Use of Electronic Mail and User Acceptance: A Case Study

This case study reports findings on user acceptance of an electronic mail system in a business college setting. It builds on earlier research of computer-mediated communication systems by Hiltz and Johnson (1989). Although the use of the electronic mail system is mandatory in this organization, the overall results are parallel to earlier findings in terms of usage, satisfaction with, and perceived outcomes of the system. In contrast to a contention of earlier research, the current results suggest that mandatory use of electronic mail can be an appropriate strategy for implementing such systems in organizations.