In search of coherence: A review of e-mail research

Human-Computer Interaction

Volumn 20, Issue 1-2, 2005, Pages 11-48

  Ducheneaut, Nicolas ^a   Watts, Leon A ^b  

^a PALO ALTO RESEARCH CENTER   (United States)

^b University of Bath   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

ADMINISTRATIVE DATA PROCESSING; COMPUTER SUPPORTED COOPERATIVE WORK; HUMAN COMPUTER INTERACTION; RESEARCH;

E-MAIL RESEARCH; HUMAN COGNITION; MESSAGE HANDLING; STRUCTURED MESSAGING SYSTEMS;

ELECTRONIC MAIL;

EID: 23844486347     PISSN: 07370024     EISSN: None     Source Type: Journal    
DOI: 10.1207/s15327051hci2001&2_2     Document Type: Review

References (124)

1. Adrianson, L., & Hjelmquist, E. (1991). Group processes in face-to-face and computer mediated communication. Behaviour and Information Technology, 10, 281-296.
2. Agre, P. (1998). Designing genres for new media. In S. Jones (Ed.), CyberSociety 2.0: Revisiting CMC and community (pp. 69-99). Newbury Park, CA: Sage.
3. Anderson, R., & Gillogly, J. (1976). Rand intelligent terminal agent (RITA): Design philosophy (No. R-1809-ARPA). Santa Monica, CA: RAND Corporation.
4. Bälter, O. (1998). Electronic mail in a working context. Unpublished doctoral dissertation, Royal Institute of Technology, Stockholm.
5. Baltes, B. B., Dickson, M. W., Sherman, M. P., Bauer, C. C., & LaGanke, J. S. (2002). Computer-mediated communication and group decision making: A meta-analysis. Organisational Behaviour and Human Decision Processes, 87, 156-179.
6. Bannon, L. (1995). Editorial, commentaries and a response in the Suchman-Winograd debate. Computer Supported Cooperative Work, 3, 29.
7. Barnard, C. (1938). The functions of the executive. Cambridge, MA: Harvard University Press.
8. Barreau, D., & Nardi, B. (1995). Finding and reminding: File organization from the desktop. ACM SIGCHI Bulletin, 27, 39-43.
9. Baym, N. K. (1995). From practice to culture on Usenet. In S. L. Star (Ed.), The cultures of computing (pp. 28-52). Cambridge, MA: Blackwell.
10. Bellotti, V., Ducheneaut, N., Howard, M., & Smith, I. (2003). Taking email to task: The design and evaluation of a task management centered email tool. Proceedings of the CHI 03 Conference on Human Factors in Computing Systems. New York: ACM.
11. Bellotti, V., Ducheneaut, N., Howard, M., Smith, I., & Grinter, R. E. (2005). Quality versus quantity: E-Mail-Centric task management and its relation with overload. Human-Computer Interaction, 20, 89-138. [this special issue]
12. Bernstein, A. (2000). How can cooperative work tools support dynamic group process? Bridging the specificity frontier. Proceedings of the CSCW 2000 Conference on Computer Supported Cooperative Work. New York: ACM.
13. Bikson, T. K., & Eveland, J. D. (1990). The interplay of work group structures and computer support. In J. Galegher, R. E. Kraut, & C. Egido (Eds.), Intellectual teamwork: Social and technological foundations of cooperative work (pp. 245-290). Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
14. Boone, G. (1998). Concept features in re:Agent, an intelligent email agent. Proceedings of the Second International Conference on Autonomous Agents. New York: ACM.
15. Borenstein, N. (1992). Computational mail as network infrastructure for computer-supported cooperative work. Proceedings of the CSCW 92 Conference on Computer Supported Cooperative Work. New York: ACM.
16. Borenstein, N., & Thyberg, C. (1988). Cooperative work in the Andrew message system. Proceedings of the CSCW 98 Conference on Computer Supported Cooperative Work. New York: ACM.
17. Bowers, J., & Churcher, J. (1988). Local and global structuring of computer-mediated communication: Developing linguistic perspectives on CSCW in COSMOS. Proceedings of the CSCW 88 Conference on Computer Supported Cooperative Work. New York: ACM.
18. Bullen, C. V., & Bennett, J. L. (1990). Learning from user experience with groupware. Proceedings of the CSCW 90 Conference on Computer Supported Cooperative Work. New York: ACM.
19. Carasik, R. P., & Grantham, C. E. (1988). A case study of CSCW in a dispersed organization. Proceedings of the CH 88 Conference on Human Factors in Computing Systems. New York: ACM.
20. Cockburn, A., & Thimbleby, H. (1993). Reducing user effort in collaboration support. Proceedings of the International Workshop on Intelligent User Interfaces. New York: ACM.
21. Daft, R. L., & Lengel, R. H. (1984). Information richness: A new approach to managerial information processing and organization design. In B. Staw & L. Cummings (Eds.), Research in organizational behavior (pp. 191-233). Greenwich, CT:JAI.
22. Daft, R. L., & Lengel, R. H. (1986). Organizational information requirements, media richness and structural design. Management Science, 32, 554-571.
23. De Michelis, G., & Grasso, M. A. (1994). Situating conversations within the language/action perspective: The Milan conversation model. Proceedings of the CSCW 94 Conference on Computer Supported Cooperative Work. New York: ACM.
24. Donath, J., Karahalios, K., & Viegas, F. (1999). Visualizing conversation. Proceedings of the HICSS-32 Thirty-Second Annual Hawaii International Conference on Systems Sciences. New York: IEEE.
25. Dubrovsky, V., Kiesler, S., & Sethna, B. (1991). The equalization phenomenon: Status effects in computer-mediated and face-to-face decision-making groups. Huma - Computer Interaction, 6, 119-146.
26. Ducheneaut, N. (2002). The social impacts of electronic mail in organizations: A case study of electronic power games using communication genres. Information, Communication, and Society, 5, 153-188.
27. Ducheneaut, N., & Bellotti, V. (2001). Email as habitat: An exploration of embedded personal information management. Interactions, 8, 30-38.
28. Ducheneaut, N., & Bellotti, V. (2003). Ceci n'est pas un objet? Talking about objects in email. Human-Computer Interaction, 18, 85-110.
29. Eklundh, K., & Macdonald, C. (1994). The use of quoting to preserve context in electronic mail dialogues. IEEE Transactions on Professional Communication, 37, 197-202.
30. El-Shinnawy, M., & Markus, M. L. (1998). Acceptance of communication media in organizations: Richness or features? IEEE Transactions on Professional Communication, 41, 242-253.
31. Eveland, J. D., & Bikson, T. K. (1988). Work group structures and computer support: A field experiment. ACM Transactions on Office Information Systems, 6, 354-379.
32. Farshchian, B., & Divitini, M. (1999). Using email and WWW in a distributed participatory design project. ACM SIGGROUP Bulletin, 20, 10-15.
33. Feldman, M. S. (1987). Electronic mail and weak ties in organizations. Office: Technology and People, 3, 83-101.
34. Fertig, S., Freeman, E., & Gelernter, D. (1995). Lifestreams: Organizing your electronic life. In R. Burke (Ed.), AAAI Fall Symposium: AI Applications in Knowledge Navigation and Retrieval (pp. 38-44). Cambridge, MA: AAAI Press.
35. Fertig, S., Freeman, E., & Gelernter, D. (1996). Finding and reminding reconsidered. ACM SIGCHI Bulletin, 28, 66-69.
36. Finholt, T., & Sproull, L. (1990). Electronic groups at work. Organization Science, 1, 41-64.
37. Finholt, T., Sproull, L., & Kiesler, S. (1990). Communication and performance in ad hoc task groups. In J. Galagher, R. E. Kraut, & C. Egido (Eds.), Intellectual teamwork: Social and technological foundations of cooperative work (pp. 291-325). Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
38. Flores, F., Graves, M., Hartfield, B., & Winograd, T. (1988). Computer systems and the design of organizational interaction. ACM Transactions on Office Information Systems, 6, 153-172.
39. Garton, L., & Wellman, B. (1995). Social impacts of electronic mail in organizations: A review of the research literature. Communication Yearbook, 18, 434-453.
40. Goffman, E. (1959). The presentation of self in everyday life. Garden City, NY: Doubleday.
41. Gold, E. (1986). Envoys in electronic mail systems. Proceedings of the Third ACM-SIGOIS Conference on Office Automation Systems. New York: ACM.
42. Goldberg, Y., Safran, M., & Shapiro, E. (1992). Active mail: A framework for implementing groupware. Proceedings of the CSCW 92 Conference on Computer Supported Cooperative Work. New York: ACM.
43. Habermas, J. (1979). Communication and the evolution of society. London: Heinemann.
44. Hammer, M., & Champy, J. (1993). Reengineering the corporation: A manifesto for business revolution. London: Nicholas Brealey Publishing.
45. Haythornthwaite, C., & Wellman, B. (1998). Work, friendship, and media use for information exchange in a networked organization. Journal of the American Society for Information Science, 49, 1101-1114.
46. Heckel, B., & Hamann, B. (1997). Em Vis: A visual e-mail analysis tool. Proceedings of the NPIV 97 Workshop on New Paradigms in Information Visualization and Manipulation. New York: ACM.
47. Hiltz, R. S., Johnson, K., & Turoff, M. (1986). Experiments in group decision making: Communication process and outcome in face-to-face versus computerized conferences. Human Communication Research, 13, 225-252.
48. Horvitz, E., Jacobs, A., & Hovel, D. (1999). Attention-sensitive alerting. Proceedings of the UAI 99 Conference on Uncertainty and Artificial Intelligence. San Francisco: Kaufmann.
49. Huff, C., Sproull, L., & Kiesler, S. (1989). Computer communication and organizational commitment: Tracing the relationship in a city government. Journal of Applied Social Psychology, 19, 1371-1391.
50. Hutchins, E. (1994). Cognition in the wild. Cambridge, MA: MIT Press.
51. Kaplan, S. M., Carroll, A. M., & MacGregor, K. J. (1991). Supporting collaborative process with Conversation Builder. Proceedings of the Fifth ACM SIGSOFT Symposium on Software Development Environments. New York: ACM.
52. Kaplan, S. M., Tolone, W. J., Bogia, D. P., & Bignoli, C. (1992). Flexible, active support for collaborative work with Conversation Builder. Proceedings of the CSCW 92 Conference on Computer Supported Cooperative Work. New York: ACM.
53. Kaptelinin, V., & Nardi, B. (2003). Post-cognitivist HCI: Second-wave theories. Proceedings of the CHI 2003 Conference on Human Factors in Computing Systems (Extended Abstracts). New York: ACM.
54. Khosravi, H., & Wilks, Y. (1999). Routing email automatically by purpose not topic. Natural Language Engineering, 5, 237-250.
55. Kidd, A. (1994). The marks are on the knowledge worker. Proceedings of the CHI 94 Conference on Human Factors in Computing Systems. New York: ACM.
56. Kiesler, S., Siegel, J., & McGuire, T. W. (1984). Social psychological aspects of computer-mediated communication. American Psychologist, 39, 1123-1134.
57. Kiesler, S., & Sproull, L. (1992). Group decision making and communication technology. Organization Behavior and Human Decision Processes, 52, 96-124.
58. Kiesler, S., Zubrow, D., Moses, A., & Geller, V. (1985). Affect in computer-mediated communication: An experiment in synchronous terminal-to-terminal discussion. Human-Computer Interaction, 1, 77-104.
59. Landsdale, M. (1988). The psychology of personal information management. Applied Ergonomics, 19, 55-66.
60. Lee, A. S. (1994). Electronic mail as a medium for rich communication: An empirical investigation using hermeneutic interpretation. MIS Quarterly, 18, 143-157.
61. Ljungberg, J., & Holm, P. (1997). Speech acts on trial. In M. Kyng & L. Mathiassen (Eds.), Computer and context: Joining forces in design. Cambridge, MA: MIT Press.
62. Lotus. (1996). Lotus notes. Retrieved November 2, 2004, from http://www.lotus.com
63. Mackay, W. E. (1988). More than just a communication system: Diversity in the use of electronic mail. Proceedings of the CSCW '89 Conference on Computer Supported Cooperative Work. New York: ACM.
64. Mackay, W. E., Malone, T. W., Crowston, K., Rao, R., Rosenblitt, D., & Card, S. K. (1989). How do experienced information lens users use rules? Proceedings of the CHI 89 Conference on Human Factors in Computing Systems. New York: ACM.
65. Malone, T. W. (1983). How do people organize their desks? Implications for the design of office information systems. ACM Transactions on Office Information Systems, 1, 99-112.
66. Malone, T. W., Grant, K. R., & Turbak, F. A. (1986). The information lens: An intelligent system for information sharing in organizations. Proceedings of the CHI 86 Conference on Human Factors in Computing Systems. New York: ACM.
67. Markus, M. L. (1994). Electronic mail as the medium of managerial choice. Organization Science, 5, 502-527.
68. Markus, M. L., & Robey, D. (1988). Information technology and organizational change: Causal structure in theory and research. Management Science, 34, 583-598.
69. Milewski, A. E., & Smith, T. M. (1997). An experimental system for transactional messaging. Proceedings of the CSCW 97 Conference on Computer Supported Cooperative Work. New York: ACM.
70. Nardi, B. A. (Ed.). (1996). Context and consciousness: Activity theory and human-computer interaction. Cambridge, MA: MIT Press.
71. Neisser, U. (1976). Cognition and reality: Principles and implications of cognitive psychology. San Francisco: Freeman.
72. Ngwenyama, O., & Lee, A. S. (1997). Communication richness in electronic mail: Critical social theory and the contextuality of meaning. MIS Quarterly, 21, 145-166.
73. Orlikowski, W. J. (1992). The duality of technology: Rethinking the concept of technology in organizations. Organizational Science, 3, 398-427.
74. Orlikowski, W. J. (1996). Improvising organizational transformation over time: A situated change perspective. Information Systems Research, 7, 63-92.
75. Orlikowski, W. J., & Robey, D. (1991). Information technology and the structuring of organizations. Information Systems Research, 2, 143-169.
76. Orlikowski, W. J., & Yates, J. (1994). Genre repertoire: The structuring of communicative practices in organizations. Administrative Science Quarterly, 39, 541-574.
77. Pazzani, M. J. (2000). Representation of electronic mail filtering profiles: A user study. Proceedings of the IUI 2000 International Conference on Intelligent User Interfaces. New York: ACM.
78. Pearsall, J. (Ed.). (2001). The concise Oxford dictionary. Retrieved May 10, 2005, from http://www.askoxford.com/concise_oed/ email?view=uk
79. Perrin, C. (1991). Electronic social fields in bureaucracies. Communications of the ACM, 34(12), 75-82.
80. Rice, R. E., & Shook, D. E. (1990). Relationships of job categories and organizational levels to use of communication channels, including electronic mail: A meta-analysis and extension. Journal of Management Studies, 27, 195-229.
81. Rice, R. E., & Steinfeld, C. (1994). Experiences with new forms of organizational communication via electronic mail and voice messaging. In J. H. Adrianson & R. Roe (Eds.), Telematics and work (pp. 109-137). Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
82. Romm, C. T. (1999). Virtual politicking: Playing politics in electronically linked organizations. Cresskill, NJ: Hampton.
83. Rudy, I. A. (1996). A critical review of research on electronic mail. European Journal of Information Systems, 4, 198-213.
84. Sack, W. (2001). Conversation map: An interface for very large-scale conversations. Journal of Management Information Systems, 17(3), 73-92.
85. Saunders, C. S., Robey, D., & Vaverek, K. A. (1994). The persistence of status differentials in computer conferencing. Human Communication Research, 20, 443-472.
86. Schäl, T. (1996). System design for cooperative work in the language action perspective: A case study of the coordinator. In D. S. Shapiro, M. J. Tauber, & R. Traunmüller (Eds.), The design of computer supported cooperative work and groupware systems (pp. 377-399). New York: Elsevier.
87. Schmidt, K. (2002). The problem with "awareness": Introductory remarks on "awareness in CSCW." Computer Supported Cooperative Work, 11, 285-298.
88. Schmidt, K., & Simone, C. (2000). Mind the gap! Towards a unified view of CSCW. Fourth International Conference on the Design of Cooperative Systems. Sophia Antipolis, France: INRIA, France.
89. Schmitz, J., & Fulk, J. (1991). Organizational colleagues, media richness, and electronic mail. Communication Research, 18, 487-523.
90. Searle, J. (1969). Speech acts: An essay in the philosophy of language. Cambridge, England: Cambridge University Press.
91. Segal, R. B., & Kephart, J. O. (1999). MailCat: An intelligent assistant for organizing e-mail. Proceedings of the Third Annual Conference on Autonomous Agent. New York: ACM.
92. Shepherd, A., Niels, M., & Kuchinsky, A. (1990). Strudel: An extensible electronic conversation toolkit. Proceedings of the CSCW 90 Conference on Computer Supported Cooperative Work. New York: ACM.
93. Sherblom, J. (1988). Direction, function, and signature in electronic mail. Journal of Business Communication, 25, 39-54.
94. Shipman, F. M., & Marshall, C. C. (1999). Formality considered harmful: Experiences, emerging themes, and directions on the use of formal representations in interactive systems. Computer Supported Cooperative Work, 8, 333-352.
95. Short, J., Williams, E., & Christie, B. (1976). The social psychology of telecommunications. London: Wiley.
96. Siegal, J., Dubrovsky, V., Kiesler, S., & McGuire, T. W. (1986). Group processes in computer-mediated communication. Organizational Behavior and Human Decision Processes, 37, 157-187.
97. Smith, M. A., & Fiore, A. T. (2001). Visualization components for persistent conversations. Proceedings of the CHI 2001 Conference on Human Factors in Computing Systems. New York: ACM.
98. Spears, R., Lea, M., & Postmes, T. (2001). Social psychological theories of computer-mediated communication: Social pain or social gain? In H. Giles & W. P. Robinson (Eds.), The handbook of language and social psychology (2nd ed., pp. 601-623). Chichester, England: Wiley.
99. Spears, R., Lee, S., & Lea, M. (1990). De-individuation and group polarisation in computer-mediated communication. British Journal of Social Psychology, 29, 121-134.
100. Sproull, L., & Kiesler, S. (1986). Reducing social context cues: Electronic mail in organizational communication. Management Science, 32, 1492-1512.
101. Sproull, L., & Kiesler, S. (1991). Connections : New ways of working in the networked organization. Cambridge, MA: MIT Press.
102. Steinfield, C. W. (1985). Dimensions of electronic mail use in an organizational setting. In J. Pearce & R. Robinson (Eds.), Proceedings of the annual meeting of the Academy of Management (pp. 239-243). Starkville, MS: Mississippi State University, Academy of Management.
103. Suchman, L. (1994). Do categories have politics? The language/action perspective reconsidered. Computer Supported Cooperative Work, 2, 177-190.
104. Tajfel, H., & Turner, J. C. (1986). The social identity theory of intergroup behaviour. In S. Worchel & W. G. Austin (Eds.), Psychology of intergroup relations. Chicago: Nelson-Hall.
105. Takkinen, J., & Shahmehri, N. (1998a). CAFE: A conceptual model for managing information in electronic mail. Proceedings of the HICSS-31 Thirty-First Hawaii International Conference on System Sciences. New York: IEEE.
106. Takkinen, J., & Shahmehri, N. (1998b). Delegation of tasks and dissemination of information in organizations: Restructuring internet e-mail for doing things. Proceedings of the AIS 98 American Information Society Americas Conference. Baltimore, MD: AIS.
107. Takkinen, J., & Shahmehri, N. (1999). Task-oriented restructuring of an application domain: A multi-agent architecture for doing things in internet e-mail. Proceedings of the HICSS-32 Thirty-Second Hawaii International Conference on System Sciences. New York: IEEE.
108. Terry, D. B. (1993). A tour through Tapestry. Proceedings of the Conference on Organizational Computing Systems. New York: ACM.
109. Trevino, L. K., Daft, R. L., & Lengel, R. H. (1990). Understanding managers' media choices: A symbolic interactionist perspective. In J. Fulk & C. Steinfield (Eds.), Organizations and communication technology (pp. 71-94). Newbury Park, CA: Sage.
110. Tyler, J. R., & Tang, J. C. (2003). When can I expect an email response? A study of rhythms in email usage. Proceedings of the ECSCW 2003 European Conference on Computer Supported Cooperative Work. New York: Springer-Verlag.
111. Valacich, J. S., Paranka, D., George, J. F., & Nunamaker Jr., J. F. (1993). Communication concurrency and the new media. Communication Research, 20, 249-276.
112. Venolia, G., & Neustaedter, C. (2003). Understanding sequence and reply relationships within email conversations: A mixed-model visualization. Proceedings of the CHI 2003 Conference on Human Factors in Computing Systems. New York: ACM.
113. Viegas, F., boyd, d., Nguyen, D., Potter, J., & Donath, J. (2004). Digital artifacts for remembering and storytelling: PostHistory and social network fragments. Proceedings of the HICSS-37 Thirty-Seventh Hawaii International Conference on System Sciences. New York: IEEE.
114. Viegas, F., & Smith, M. A. (2004). Newsgroup crowds and authorlines: Visualizing the activity of individuals in conversational cyberspace. Proceedings of the HICSS-37 Thirty-Seventh Hawaii International Conference on System Sciences. New York: IEEE.
115. Walther, J. B. (1992). Interpersonal effects in computer-mediated interaction: A relational perspective. Communication Research, 19, 52-90.
116. Walther, J. B. (1995). Relational aspects of computer-mediated communications: Experimental observations over time. Organization Science, 6, 186-203.
117. Watts, L., Nugroho, Y., & Lea, M. (2003). Engaging in email discussion: Conversational context and social identity in computer-mediated communication. In M. Rauterberg, J. Wesson, & M. Menozzi (Eds.), Human Computer Interaction: INTERACT 2003 (pp. 559-566). Amsterdam, The Netherlands: IOS Press.
118. Wellman, B., & Gulia, M. (1999). Virtual communities as communities: Net surfers don't ride alone. In M. A. Smith & P. Kollock (Eds.), Communities in cyberspace (pp. 167-194). New York: Routledge.
119. Whittaker, S., & Sidner, C. (1996). Email overload: Exploring personal information management of email. Proceedings of the CHI 96 Conference on Human Factors in Computing Systems. New York: ACM.
120. Winograd, T., & Flores, F. (1987). Understanding computers and cognition: A new foundation for design. Reading, MA: Addison-Wesley.
121. Yates, J., Orlikowski, W. J., & Okamura, K. (1999). Explicit and implicit structuring of genres in electronic communication: Reinforcement and change of social interaction. Organization Science, 10, 83-103.
122. Zack, M. (1994). Electronic messaging and communication effectiveness in an ongoing work group. Information and Management, 26, 231-241.
123. Zmud, R. W. (1990). Opportunities for strategic information manipulation through new information technology. In J. Fulk & C. Steinfeld (Eds.), Organizations and communication technology (pp. 95-116). Newbury Park, CA: Sage.
124. Zuboff, S. (1988). In the age of the smart machine. New York: Basic Books.