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"The Role of Electronic Mail in Customer Communication"
Author:
Published In: Facilities Manager
Date: Summer 1994

Describes the efforts of Grand Valley State University in Allendale, Michigan to make electronic mail a major part in goal to be accessessible to customers, with the result it has dramatically altered the nature of work request-related communication.  Includes figures showing changes in customer preference on sending work requests by campus mail, e-mail, and telephone over 4-year period.  Concluded that the most important tool in effort to delight customers is not the latest technology but willingness to accept need for change.


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