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Title:
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DISCOVERING PROBLEMS, EMOTIONS, EXPECTATIONS AND LEXICAL PATTERNS FROM PROJECT RELATED E-MAIL COMMUNICATION |
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Author(s):
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Sasha Ivkovic , Liping Ma |
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ISBN:
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978-972-8924-97-3 |
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Editors:
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Hans Weghorn and Pedro Isaías |
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Year:
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2009 |
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Edition:
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V II, 2 |
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Keywords:
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Project related communication, conversation, email, project management. |
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Type:
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Short Paper |
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First Page:
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176 |
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Last Page:
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180 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Project management research indicates a high correlation between performance problems and communication problems.
This claim leads to the belief that improved communication leads to improved performance and project outcomes.
However, identifying how to improve communication is not straight forward. In this study, we analyze a project
manager's email inbox containing project related messages in order to discover problems, expectations, emotions and
lexical patterns. The analysis is used to highlight communication that had task completion problems, mismatched
expectations or negative emotions. For the investigation we developed a web-based tool called ProCommFeedback
Analyzer which enables us to store, filter, parse and analyze project related email messages. This study is currently
conducted with over 1200 messages from six distinct projects run by Australian and international organizations. The
empirical evaluation shows that ProCommFeedback Analyzer has been successfully used for project communication
analysis by identifying, through lexical analysis, mismatches in expectations and expressions of emotions that are linked
to performance degradation. This can help project managers utilize the information stored in emails more effectively and
look for improvements in their inter-communication. |
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