當前企業工作環境中，電子溝通媒介就屬電子郵件(E-mail)與即時通訊(IM)被使用得最為廣泛，E-mail是第一個廣為商業界使用的廣域電子媒介，IM則是2000年以後才開始迅速崛起，兩者之間功能、特色皆不相同，但在企業溝通環境之中各自佔有一席之地，扮演不同的角色。本研究欲探討企業員工在不同情境之下，採用E-mail或IM兩種電腦中介溝通方式產生的溝通滿意程度有何差異，並深究其可能原因，藉此提供企業管理者與電子溝通媒介開發者改善企業環境中溝通的質量。研究結果顯示溝通媒介的不同對於五項溝通滿意度衡量指標皆有顯著影響，因此企業員工在工作環境中，必須針對事件需要被滿足的溝通滿意度去選擇使用的溝通媒介，例如：若為擴廠、簽約……等事件，此種高正式性事件產生的決策對於企業而言十分重要，因此使用者在意的並不是是否帶給他們像面對面溝通一樣的感受或是決策的效率，對他們來說更重要的是溝通內容的可信度與認同度，所以企業工作者選擇E-mail作為溝通媒介將會比IM來得恰當。

In the current business environment, the electronic communication media which most widely used are electronic mail(E-mail) and instant message(IM). E-mail was the first wide area electronic communication media which widely used in the business area and IM became to rise rapidly since 2000. Both their functions and characteristics are different. But in the corporate communications environment, they occupy own place to play different roles. In this study, we want to investigate what are the differences of communication satisfactions that employees using E-mail or IM under different contingencies of communication and dig out the possible reasons. Thereby providing enterprise managers and developers of electronic communication media to improve the quality of communication in the enterprise environment. The findings showed that the difference of communication medium all has remarkable influence regarding to the five metrics of communication satisfaction. Therefore, the enterprise employee in the working environment must aim at what kind of communication satisfaction need to be satisfied to choose the communication medium. For example, plant expansion or sign a contract, etc. The result of such high official events for companies is very important. So the users don’t care about the communication media whether make them communicative as face to face or the efficiency of decision-making, the trust & the approval of communication content are more important to them. That is why choosing E-mail as the communication media will be more adequate than choosing IM for enterprise users.

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