Using Social Metadata in Email Triage: Lessons from the Field

  • Danyel Fisher
  • A. J. Brush
  • Bernie Hogan
  • Marc Smith
  • Andy Jacobs
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4558)


Email archives are full of social information, including how messages are addressed and frequency of contact between senders and receivers. To study the use of this rich metadata for email management, particularly email triage, we deployed SNARF, a prototype tool which uses social metadata to organize received email by correspondent, sort received email by past interactions, and filter email into multiple views. We discuss the lessons from a seven month deployment, including the value of organizing by personally addressed mail, the unexpected value of SNARF for email awareness, challenges with handling workflow, and ways to use social metadata in applications.


Email overflow email triage social metadata social sorting 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2007

Authors and Affiliations

  • Danyel Fisher
    • 1
  • A. J. Brush
    • 1
  • Bernie Hogan
    • 2
  • Marc Smith
    • 1
  • Andy Jacobs
    • 1
  1. 1.Microsoft Research, One Microsoft Way, Redmond, Washington.USA
  2. 2.Department of Sociology, University of Toronto, 725 Spadina Avenue, Toronto, ON M5S 2J4Canada

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