R.E. & Danowski, J. (1993). Is it really just like a fancy
machine? Comparing semantic networks of different types of voice mail
Journal of Business Communication, 30(4), 369-397.
We propose a conceptual as well as practical distinction, possible
in voice mail systems, between the traditional telephone genre of voice
answering and a new genre of telephone communication of voice messaging.
This distinction should be reflected in comments provided by
who report that they use voice mail more for messaging than for
and by those who send more voice messages than do others. Semantic
analysis identified different clusters of concepts found in responses
open-ended questions on a survey completed by these kinds of user. For
example, all users had common word clusters concerning the ability to
temporal constraints and leave messages through voice mail. However,
of "senders" and "messagers" included word clusters such as "group
and greater concern with issues such as critical mass and problems of
telephone usage (such as busy signals), while responses of low senders
and answerers included clusters indicating concern about the impersonal
nature of voice mail. We discuss implications both for this method of
as well as for implementation and management of voice mail systems.
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