@techreport{venolia2001supporting,
author = {Venolia, Gina and Dabbish, Laura and Cadiz, JJ and Gupta, Anoop},
title = {Supporting Email Workflow},
year = {2001},
month = {September},
abstract = {As more people use e-mail at home or on the job, more people have come to experience the pain of e-mail that Denning first wrote about 20 years ago [3]. In this paper, we present data from a field study in our own company to add to the existing body of research about how people use e-mail. We then use these data and prior literature to outline a framework of the five main activities that we believe people use e-mail for. In particular, we focus on two activities that we believe have been under-studied: attending to the flow of messages they arrive, and doing “triage” on a body of new messages. In addition, we outline potential design directions for improving the e-mail experience, with a focus on e-mail clients that group messages and their replies together into threads. We present a prototype of such an interface as well as results from a lab study of the prototype.},
url = {http://approjects.co.za/?big=en-us/research/publication/supporting-email-workflow/},
pages = {8},
number = {MSR-TR-2001-88},
}