| Summary: | Approved for public release; distribution is unlimited === As a result of the unregulated rise of superfluous interoffice e-mail, employees currently must wade through inboxes glutted with needless information to find the tidbits of valuable data actually needed to perform their jobs. This problem, also known as e-mail overload, creates unnecessary stress, reduces workplace productivity and fundamentally threatens the information superiority of both private and government enterprises. Organizations that try to combat e-mail overload by employing e-mail policies, filters and personal e-mail management techniques often find that these initiatives miss the mark or do very little to reduce the dissemination of superfluous e-mail. This thesis aims to utilize systems thinking to provide a more complete evaluation of the pitfalls associated with the abovementioned performance improvement initiatives, and also to demonstrate the central (but often overlooked) role that balancing feedback and metrics play in systems that have underlying goal-oriented behaviors. This thesis finally proposes an Information Glut Ratio (IGR) that can potentially provide an organization with a basic, tailorable process for measuring, stabilizing and regulating the amount of superfluous information that gluts e-mail inboxes.
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