Email has come to play a central role in task management, yet email tool features have remained relatively static in recent years, lagging behind users ’ evolving practices. The Taskmaster system narrows this gap by recasting email as task management and embedding task-centric resources directly in the client. In this paper, we describe the field research that inspired Taskmaster and the principles behind its design. We then describe how user studies conducted with “live ” email data over a two-week period revealed the value of a task-centric approach to email system design and its potential benefits for overloaded users.

Abstract. A study of email responsiveness was conducted to understand how the timing of email responses conveys important information. Interviews and observations explored users ’ perceptions of how they responded to email and formed expectations of others’ responses to them. We identified ways in which users maintain and cultivate a responsiveness image for projecting expectations about their email response. We also discuss other contextual cues people use to discover email responsiveness, which include using other tools such as the calendar and phone, accounting for the amount of work time overlap available, and establishing a pacing between email correspondents. These cues help users develop a sense of when to expect a response and when breakdown has occurred, requiring further action. Anyone who uses email regularly has sent a message and wondered, “When will I get a response to this email? ” Or, “How long should I wait for a response to this message before taking further action? ” Beyond the content of email messages, the timing of when email is sent, when it is read, and when a response is received are all examples of rhythms of email activity that help users coordinate their

Email consumes significant time and attention in the workplace. We conducted an organizational survey to understand how and why people attend to incoming email messages. We 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. Overall, email usage reflects attentional differences due both to personal propensities and to work demands and relationships.

This study deals with the problems users encounter in their daily work with computers and the typical practices that they employ. Sixteen daily computer users were interviewed about their habits and problems that they encountered during document classification and retrieval. For both these areas, we provide an overview of identified user practices and a citation-based analysis of the problems users encountered, including those related to the use of the screen real estate (the actual desktop). Two types of problems were identified: (1) Problems that concern the actual use of the system installed on the computer. (2) Problems that arise when people realise that they are using a system that does not allow for the desired work or organizational functions sought. We were able to show that skill continues to be an important factor with respect to the ease of using today’s systems. We suggest the following necessary improvements for the evolution of personal information systems: A storage facility that represents the user’s view of information; replacing pure technical file metadata with more user-friendly attributes; and introduction of annotations as a new information type.

Many email users, especially managers, receive too many email messages to read in the time available to them. The solutions available today often require programming skills on the part of the user to define rules for prioritizing messages or moving messages to folders. We propose a different approach: categorize messages in the inbox with predefined rules that do not require maintenance and are scalable to handle anything from 50 to thousands of messages.

The design of applications using mobile devices needs a different quality assessment than those known for desktop applications. Of the many aspects that have to be taken into account, one important criterion is the average time users need to complete a task. For interactions with the mouse, keyboard or touch screens, there exist models that predict interaction times like Fitts ’ law or the Keystroke-Level Model (KLM). This paper shows parallels to these models for advanced interactions with mobile phones targeted at pervasive services, including near field communication as well as built-in cameras and sensors. Applications can be evaluated with respect to user performance time without having a prototype running on the phone. To accomplish that, we extend the known KLM by identifying basic interaction elements for mobile phones and give estimates for expert user performance derived from several user tests. Author Keywords Keystroke-Level Model (KLM), user performance, design

Almost every office worker can relate to feelings of email overload and stress, but in reality the concept of email strain is not well understood. In this paper, we describe a large-scale nationwide organizational survey examining the relationship between email use and feelings of email overload and task coordination. We found that higher email volume was associated with increased feelings of email overload, but this relationship was moderated by certain email management strategies. The contribution to the field of CSCW is a better understanding of the concept of email related stress, and initial scale development for the assessment of email-related overload and perceptions of the work-importance of email.

are not common. In this article a longitudinal study is presented, with data collected

“Like most phenomena–atoms, ants, and stars–characteristics of organizations appear to fall into natural clusters, or configurations. ” – Henry Mintzberg Software use in many organizations has spread vertically. I present evidence that applications that are widely used in organizations have at least three distinct patterns of use: one for individual contributors, one for managers, and one for executives. Use within each of these groups is shaped by its particular activity and incentive structures. Interaction among group members promotes shared social conventions and feature use. When designing, acquiring, or supporting such an application, the best approach could be to treat it as three distinct applications. The applications discussed include

The challenge of designing the best overall interface while supporting individual and task-based differences has long been with us. As software is used more widely, one might think the problem would grow. In fact, the studies reported here suggest that it is becoming more tractable. Greater interaction among users coalesces usage into a few widelyshared constellations of features. Widespread use can help us identify and understand those patterns. Applications that are widely used in organizations have different patterns of use resulting from at least three significant activity and incentive structures: one for individual contributors, one for managers, and one for executives. When designing, acquiring, or supporting such an application, the best approach could be to treat it as three distinct applications. Failure to consider these categories results in avoidable problems and missed opportunities.