Abstract
Speed of message delivery is an important factor when users make a choice of electronic mail over other forms of communication. Although e-mail promises close to instantaneous message delivery, delays ranging from a few seconds to several hours are commonly seen. In evaluating user tolerance for delay in message transmission for electronic mail, this study focuses on situational variables, individual personality characteristics and cross-national differences (US and India). Results from this study indicate that user tolerance for delay is dictated by situational factors rather than individual personality characteristics based on time perception. The three situational variables, Urgency of message, Content and Distance between the sender and receiver drive user tolerance for delay differently in the two groups. Personality factors measured by Type A behaviour scores and Speed and Impatience Ratings do not significantly affect delay tolerance. This study provides empirical evidence that users do have different message transmission needs based on speed in e-mail communication. It also adds to the understanding of the factors that providers will have to take into account when determining the options of message delivery.
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