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Understanding Email Use: Predicting Action on a Message
Overview Email consumes significant time and attention in the workplace. An organizational survey is conducted to understand how and why people attend to incoming email messages. This paper examined people's ratings of message importance and the actions they took on specific email messages, based on message characteristics and characteristics of receivers and senders. Respondents kept half of their new messages in the inbox and replied to about a third of them. They rated messages as important if they were about work and required action. Importance, in turn, had a modest impact on whether people replied to their incoming messages and whether they saved them. The results indicate that factors other than message importance (e.g., their social nature) also determine how people handle email.
| Publisher | Association for Computing Machinery | File Format | |
|---|---|---|---|
| Date Published | April 2005 | ||
| Format | White Papers | ||
| Topics | |||
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