Advertisement

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)

Abstract

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.

Keywords

Email overflow email triage social metadata social sorting 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Allen, D.: Getting Things Done: The Art of Stress-Free Productivity. Penguin Putnam, New York (2001)Google Scholar
  2. 2.
    Bellotti, V., Ducheneaut, N., Howard, M., Smith, I.: Taking email to task: the design and evaluation of a task management centered email tool. In: Proceedings of CHI, pp. 345–352 (2003)Google Scholar
  3. 3.
    Cutrell, E., Czerwinski, M., Horvitz, E.: Notification, Disruption, and Memory: Effects of Messaging Interruptions on Memory and Performance. In: Proceedings of Interact 2001. Tokyo, Japan (2001)Google Scholar
  4. 4.
    Ducheneaut, N., Bellotti, V.: E-mail as Habitat: An Exploration of Embedded Personal Information Management. Communications of the ACM, 30–38 (2001)Google Scholar
  5. 5.
    Fiore, A., LeeTiernan, S., Smith, M.: Observed Behavior and Perceived Value of Authors in Usenet Newsgroups: Bridging the Gap. In: Proceedings of CHI, pp. 323–330 (2002)Google Scholar
  6. 6.
    Fisher, D., Dourish, P.: Social and temporal structures in everyday collaboration. In: Proceedings of CHI, pp. 551–558 (2004)Google Scholar
  7. 7.
    Gruen, D., Rohall, S., Minassian, S., Kerr, B., Moody, P., Stachel, B., Wattenberg, E., Wilcox, E.: Lessons from the ReMail prototypes. In: Proceedings of CSCW, pp. 152–161 (2004)Google Scholar
  8. 8.
    Horvitz, E., Jacobs, A., Hovel, D.: Attention-Sensitive Alerting. In: Proceedings of UAI 1999, pp. 305–313 (1999)Google Scholar
  9. 9.
    Nardi, B., Whittaker, S., Schwartz, H.: NetWORKers and their Activity in Intentional Networks. The Journal of Computer-Supported Cooperative Work 11, 205–242 (2002)CrossRefGoogle Scholar
  10. 10.
    Neustaedter, C., Brush, A., Smith, M.: Beyond From and Received: Exploring the Dynamics of Email Triage. In: Proceedings of CHI 2005, pp. 1977–1980 (2005)Google Scholar
  11. 11.
    Neustaedter, C., Brush, A., Smith, M., Fisher, D.: The Social Network and Relationship Finder: Social Sorting for Email Triage. In: Proceedings of the, Conference on Email and Anti-Spam (CEAS) (2005)Google Scholar
  12. 12.
    Takkinen, J., Shahmehri, N.: Café: A Conceptual Model for Managing Information in Electronic Mail. In: Proceedings of the Thirty-First Hawaii International Conference on Software Systems (1999)Google Scholar
  13. 13.
    Tyler, J., Tang, J.C.: When Can I Expect an Email Response? A Study of Rhythms in Email Usage. In: Proceedings of the European Conference on Computer Supported Cooperative Work (ECSCW 2003), ACM Press, New York (2003)Google Scholar
  14. 14.
    Venolia, G.D., Neustaedter, C.: Understanding Sequence and Reply Relationships within Email Conversations: A Mixed-Model Visualization. In: Proceedings of CHI 2003, pp. 361–368 (2003)Google Scholar
  15. 15.
    Venolia, G.D., Dabbish, L., Cadiz, J.J., Gupta, A.: Supporting Email Workflow. Microsoft Technical Report TR-2001-88 (2001)Google Scholar

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

Personalised recommendations