Using social metadata in email triage: lessons from the field

Authors:
Danyel Fisher;A. J. Brush;Bernie Hogan;Marc Smith;Andy Jacobs
Affiliations:
Microsoft Research, Redmond, Washington;Microsoft Research, Redmond, Washington;Department of Sociology, University of Toronto, Toronto, ON, Canada;Microsoft Research, Redmond, Washington;Microsoft Research, Redmond, Washington
Venue:
Proceedings of the 2007 conference on Human interface: Part II
Year:
2007

Citing 11
Cited 3

E-mail as habitat: an exploration of embedded personal information management

interactions
Observed behavior and perceived value of authors in usenet newsgroups: bridging the gap

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
NetWORKers and their Activity in IntensionalNetworks

Computer Supported Cooperative Work
Taking email to task: the design and evaluation of a task management centered email tool

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Understanding sequence and reply relationships within email conversations: a mixed-model visualization

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
CAFE: A Conceptual Model for Managing Information in Electronic Mail

HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Social and temporal structures in everyday collaboration

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Lessons from the reMail prototypes

CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Beyond "from" and "received": exploring the dynamics of email triage

CHI '05 Extended Abstracts on Human Factors in Computing Systems
When can i expect an email response? a study of rhythms in email usage

ECSCW'03 Proceedings of the eighth conference on European Conference on Computer Supported Cooperative Work
Attention-sensitive alerting

UAI'99 Proceedings of the Fifteenth conference on Uncertainty in artificial intelligence

You scratch my back and i'll scratch yours: combating email overload collaboratively

CHI '09 Extended Abstracts on Human Factors in Computing Systems
Social feature-based enterprise email classification without examining email contents

Journal of Network and Computer Applications
Using physical-social interactions to support information re-finding

CHI '12 Extended Abstracts on Human Factors in Computing Systems

Quantified Score

Hi-index	0.00

Visualization

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.