Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, email management is an essential component of customer service management. Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails.[1][2]
As database management solutions became more sophisticated in functionality, marketing and customer service departments of large organizations started using information about customers for database marketing. Customer service managers soon realized that they could extend database marketing to store and retrieve all customer communications to improve visibility with key clients. This led to the development of CRM systems which managed communication with customers and prospective customers using various media, including phone, direct mail, web site, and email.[6] Pioneers in CRM include David Duffield, creator of PeopleSoft, and Tom Siebel, founder of Siebel Systems.[7][8]
As email became one of the most prevalent business-to-customer communication media in the 1990s, customer service departments needed specialized systems of tools and trained staff to manage email communication with their customers and prospective customers.
HistoryEdit
In 1994, Information Cybernetics, a company in Cambridge, Massachusetts, developed tools for pattern analysis and categorization of emails and other electronic communication channels. The platform of tools was called EchoMail. The first company to adopt EchoMail was AT&T. JC Penney adopted EchoMail in 1997.[9][10][11]
Another early company that developed email management software systems was FortÈ Internet Software, which produced Adante.[12] By late 1999, companies such as KANA Software, Inc., also emerged to support this effort.[13] Eventually, companies such as Siebel CRM Systems, Inc., incorporated components of email management into their CRM systems.[14]
Typical system componentsEdit
An email management system consists of various components to handle different phases of the email management process.[15] These components include:
Email ticketing system - One of the key tasks performed by email management systems is to allocate reference numbers to all incoming emails. This process is known as ticketing. All subsequent emails relating to one matter can then be grouped under the same reference. This allows users to track their correspondence in a more time effective and productive way.
Email receipt module - Receives emails, filters out spam and unwanted content to a separate queue (sometimes called email filtering), and assigns unique ticket numbers based on certain conditions.
Bayesian spam filters - Statistical technique of filtering spam that most current email management systems utilize.
Data enhancement module - Adds tags to each email for further processing and may include the ability to connect to remote databases and retrieve specific information about the email author and his/her transactions with the organization.
Intelligent Analysis module - Reads the subject, message, and attachments, and any tags added by the data enhancement module, analyzing its content in an attempt to understand the subject matter of the email. This module may store this 'intelligence' as additional tags.
ReferencesEdit
^"Communications Management." Media and Organizational Biomimetics Initiative. mdg.mit.edu, 25 Oct 2011. Retrieved from web <http://mdg.mit.edu/email-lab-interests.asp>[permanent dead link] on 15 Nov 2011
^How to use e-mail to improve customer service. Inc.com, Guide E-mail Customer Service, Retrieved from web <http://www.inc.com/guides/cust_email/20909.html > on 20 January 2012
^"Database Management - History Of Database Management." Free Encyclopedia of Ecommerce. Net Industries, n.d. Retrieved from Web. <http://ecommerce.hostip.info/pages/295/Database-Management-HISTORY-DATABASE-MANAGEMENT.html> 2012-06-15 at the Wayback Machine. on 19 Dec 2011.
^Luongo, C. et al. (2008). The tale of Vern Watts. [Web Video]. Retrieved from [www.youtube.com/watch?v=x98hgieE08o <www.youtube.com/watch?v=x98hgieE08o>]. on 19 December 2011
^"The history of CRM -- evolving beyond the customer database." CRM Software Guide. crm-software-guide.com, n.d. Retrieved from Web. <http://www.crm-software-guide.com/history-of-crm.htm>. on 19 Dec 2011.
^"PeopleSoft Inc." International Directory of Company Histories. 2000. In Retrieved Encyclopedia.com Retrieved from web <http://www.encyclopedia.com/doc/1G2-2843700094.html> on 19 December 2011
^Thomas Siebel 1952- Biography - Early life and education, Oracle, Siebel systems. ND. Reference for Business Encyclopedia of Business, 2nd ed. Retrieved from web < http://www.referenceforbusiness.com/biography/S-Z/Siebel-Thomas-1952.html#b > on 20 January 2012
^Callaway, Erin. "Return to Sender." PC Week Executive. 14 July 1997: 111, 114. Print.
^O'Brien, J. A. (2002). Introduction to information systems. (10 ed., p. 370). McGraw-Hill Irwin. Retrieved from Web. <http://www.mcm.edu/~palafoxt/sixth.htm> 2005-04-25 at the Wayback Machine. On 8 Dec 2011
^"The EchoMail Digital Refinery." www.echomail.com. EchoMail, Inc., n.d. Retrieved from Web <http://echomail.com/technology-for-email-management-detailed/>. on 8 Dec 2011
^Pavita, H. (1997, June 24). Forte introduces adante 1.0 server software for managing internet-based customer service and communications. Business Wire, Retrieved from Web introduces Adante 1.0 server software for managing..-a019535024 <http://www.thefreelibrary.com/Forte introduces Adante 1.0 server software for managing..-a019535024> on 8 Dec 2011
^"Email Response System - Intelligent Message Handling :: KANA." www.kana.com. KANA Software, n.d. Retrieved from Web. <http://www.kana.com/customer-service/email-response-system.php>. on 8 Dec 2011
^"Bookshelf v7.5: Overview of Siebel eMail Response." docs.oracle.com. ORACLE Corporation, 21 April 2003. Retrieved from Web. <http://docs.oracle.com/cd/E05554_01/books/eMail/eMailOverview.html>. on 8 Dec 2011
^"EMAIL Management." Media and Organizational Biomimetics Initiative. mdg.mit.edu, 25 Oct 2011. Retrieved from web <http://mdg.mit.edu/email-lab-interests.asp>[permanent dead link] on 15 Nov 2011
August 29, 2023
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Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations Today email management is an essential component of customer service management Customer service call centers currently employ email response management agents along with telephone support agents and typically use software solutions to manage emails 1 2 Contents 1 Background 2 History 3 Typical system components 4 ReferencesBackground EditEmail management evolved from database management and customer relationship management CRM Database management began in the 1960s IBM provided one of the earliest solutions and established standards for database management Prominent database management platforms include Oracle SQL Server etc 3 Vern Watts inventor of IBM s Information Management System IMS and Larry Ellison founder of Oracle Corporation are pioneers in database management systems 4 5 As database management solutions became more sophisticated in functionality marketing and customer service departments of large organizations started using information about customers for database marketing Customer service managers soon realized that they could extend database marketing to store and retrieve all customer communications to improve visibility with key clients This led to the development of CRM systems which managed communication with customers and prospective customers using various media including phone direct mail web site and email 6 Pioneers in CRM include David Duffield creator of PeopleSoft and Tom Siebel founder of Siebel Systems 7 8 As email became one of the most prevalent business to customer communication media in the 1990s customer service departments needed specialized systems of tools and trained staff to manage email communication with their customers and prospective customers History EditIn 1994 Information Cybernetics a company in Cambridge Massachusetts developed tools for pattern analysis and categorization of emails and other electronic communication channels The platform of tools was called EchoMail The first company to adopt EchoMail was AT amp T JC Penney adopted EchoMail in 1997 9 10 11 Another early company that developed email management software systems was FortE Internet Software which produced Adante 12 By late 1999 companies such as KANA Software Inc also emerged to support this effort 13 Eventually companies such as Siebel CRM Systems Inc incorporated components of email management into their CRM systems 14 Typical system components EditAn email management system consists of various components to handle different phases of the email management process 15 These components include Email ticketing system One of the key tasks performed by email management systems is to allocate reference numbers to all incoming emails This process is known as ticketing All subsequent emails relating to one matter can then be grouped under the same reference This allows users to track their correspondence in a more time effective and productive way Email receipt module Receives emails filters out spam and unwanted content to a separate queue sometimes called email filtering and assigns unique ticket numbers based on certain conditions Bayesian spam filters Statistical technique of filtering spam that most current email management systems utilize Data enhancement module Adds tags to each email for further processing and may include the ability to connect to remote databases and retrieve specific information about the email author and his her transactions with the organization Intelligent Analysis module Reads the subject message and attachments and any tags added by the data enhancement module analyzing its content in an attempt to understand the subject matter of the email This module may store this intelligence as additional tags References Edit Communications Management Media and Organizational Biomimetics Initiative mdg mit edu 25 Oct 2011 Retrieved from web lt http mdg mit edu email lab interests asp gt permanent dead link on 15 Nov 2011 How to use e mail to improve customer service Inc com Guide E mail Customer Service Retrieved from web lt http www inc com guides cust email 20909 html gt on 20 January 2012 Database Management History Of Database Management Free Encyclopedia of Ecommerce Net Industries n d Retrieved from Web lt http ecommerce hostip info pages 295 Database Management HISTORY DATABASE MANAGEMENT html gt Archived 2012 06 15 at the Wayback Machine on 19 Dec 2011 Luongo C et al 2008 The tale of Vern Watts Web Video Retrieved from www youtube com watch v x98hgieE08o lt www youtube com watch v x98hgieE08o gt on 19 December 2011 Larry Ellison Biography Academy of Achievement American Academy of Achievement 16 Feb 2010 Web 19 Dec 2011 lt http www achievement org autodoc page ell0bio 1 gt The history of CRM evolving beyond the customer database CRM Software Guide crm software guide com n d Retrieved from Web lt http www crm software guide com history of crm htm gt on 19 Dec 2011 PeopleSoft Inc International Directory of Company Histories 2000 In Retrieved Encyclopedia com Retrieved from web lt http www encyclopedia com doc 1G2 2843700094 html gt on 19 December 2011 Thomas Siebel 1952 Biography Early life and education Oracle Siebel systems ND Reference for Business Encyclopedia of Business 2nd ed Retrieved from web lt http www referenceforbusiness com biography S Z Siebel Thomas 1952 html b gt on 20 January 2012 Callaway Erin Return to Sender PC Week Executive 14 July 1997 111 114 Print O Brien J A 2002 Introduction to information systems 10 ed p 370 McGraw Hill Irwin Retrieved from Web lt http www mcm edu palafoxt sixth htm gt Archived 2005 04 25 at the Wayback Machine On 8 Dec 2011 The EchoMail Digital Refinery www echomail com EchoMail Inc n d Retrieved from Web lt http echomail com technology for email management detailed gt on 8 Dec 2011 Pavita H 1997 June 24 Forte introduces adante 1 0 server software for managing internet based customer service and communications Business Wire Retrieved from Web introduces Adante 1 0 server software for managing a019535024 lt http www thefreelibrary com Forte introduces Adante 1 0 server software for managing a019535024 gt on 8 Dec 2011 Email Response System Intelligent Message Handling KANA www kana com KANA Software n d Retrieved from Web lt http www kana com customer service email response system php gt on 8 Dec 2011 Bookshelf v7 5 Overview of Siebel eMail Response docs oracle com ORACLE Corporation 21 April 2003 Retrieved from Web lt http docs oracle com cd E05554 01 books eMail eMailOverview html gt on 8 Dec 2011 EMAIL Management Media and Organizational Biomimetics Initiative mdg mit edu 25 Oct 2011 Retrieved from web lt http mdg mit edu email lab interests asp gt permanent dead link on 15 Nov 2011 Retrieved from https en wikipedia org w index php title Email management amp oldid 1146935379, wikipedia, wiki, book, books, library,
