Joshua R. Tyler (HP Labs) and John C. Tang (Sun Labs)
Abstract
A study of email responsiveness was conducted to understand how the
timing of responding to email messages conveys useful 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 for responsiveness,
including using 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.
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