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First implemented by the BlackBerry® in 1999, mobile email has been proven to be a powerful ‘responsiveness’ accelerator for business people around the world. They get immediate notification of opportunities for service, instant business process updates, news and event content delivered directly to their pockets and of course, the seemingly obligatory spam email too. This report by Brockmann & Company reviews the email experience of mobile users with a particular focus on each of the services that were considered very important among mobile users as compared to others. 

Respondents noted that mobile phone integration is the most frequently cited goal of improving the email experience. Surprisingly an equal proportion of mobile users, defined as ‘respondents scoring mobile email as very important to their job performance’, also chose mobile integration as the most effective improvement to the email experience too! 

The goal for mobile email is to improve responsiveness of users, but that responsiveness comes with a price: mobile users receive 16% more email than others and the vast majority comes from coworkers, higherups, customers & automated business processes. Mobile users also experience more false-positives: 75% more mobile users than others have lost business as a result of an email never arriving. These very real business costs explains why better anti-spam technology was selected as the next greatest opportunity to improve the email user experience.

A policy framework for mobile email is proposed to re-balance the control needs of enterprises with the personal preferences of the company’s mobile users. The IT organization retains control of the mobile service parameters, security, applications support and architecture of the environment while the user retains control of their usage and the device. This approach offers a higher level of user satisfaction and reduces the IT organization’s workload in qualifying and supporting devices.

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