Studying antecedents of emotional experiences in interactive contexts
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
In search of coherence: a review of e-mail research
Human-Computer Interaction
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Motivation -- The objective of this paper is to understand the different components of the professionals' experience of email. Research approach -- Twenty-five interviews (inspired by "explicitation" and "autoconfrontation" techniques) have been made with employees of a same company in order to identify the affects elicited by email usage and the representations of users about email. Findings/Design -- One consequence of email is that professionals perceive the work activity as more difficult to control (a source of overload and constraints). Email is also perceived as a communicative "space" where social and communicative rules are violated. Finally, email is seen as a device requiring specific skills which are not acquired. Research limitations/Implications -- Affects elicited by the professionals are most often negative but this result is perhaps due to the limits of the method. Originality/Value -- The research makes a contribution to the field of User Experience (UX). Take away message -- This study reveals that one important factor of professionals' negative experience of email is the lack of a shared representation about social rules in email exchanges.