Listserv Implementation and Sense of Community: The Relationships with Increased Knowledge and Face-to-Face Interaction

This study examines how a listserv affects its members' sense of community (SOC) with the sponsoring organization. It was expected that the listserv would increase members' knowledge about and participation in the sponsoring organization department, which, in turn, would increase their SOC. The study examined listserv members and non-members before and after implementation of the listserv. As expected, listserv membership increased knowledge and face-to-face activity, and knowledge and face-to-face activity increased a sense of community. However, ironically, there was no effect of listserv membership on sense of community. These findings challenge previous theories about the development of sense of community while nonetheless demonstrating the positive effects of listserv membership.