2 papers
cs.SI2013
Predicting Client Satisfaction through (E-Mail) Network Analysis: The Communication Score Card
Dirk Brunberg, Peter A. Gloor, Gianni Giacomelli
This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organizat…
cs.SI2013
Increasing Knowledge Worker Efficiency through a "Virtual Mirror" of the Social Network
Stori Hybbeneth, Dirk Brunnberg, Peter A. Gloor
In this paper we introduce a case study describing the combination of manual survey-based and e-mail-based social network analysis. The goal of the project was to increase collabor…