Opportunities for automating email processing : a need-finding study

Email management consumes significant effort from senders and recipients. Some of this work might be automatable. We performed a mixed-methods need-finding study to learn: (i) what sort of automatic email handling users want, and (ii) what kinds of information and computation are needed to support that automation. Our investigation included a design workshop to identify categories of needs, a survey to better understand those categories, and a classification of existing email automation software to determine which needs have been addressed. Our results highlight the need for: a richer data model for rules, more ways to manage attention, leveraging internal and external email context, complex processing such as response aggregation, and affordances for senders. To further investigate our findings, we developed a platform for authoring small scripts over a user's inbox. Of the automations found in our studies, half are impossible in popular email clients, motivating new design directions.

Name thesis:degree_name

Master

Department dc:contributor.department

Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2020

Author dc:creator

• Park, Soya.

Advisor dc:contributor.advisor

• David R. Karger.

• Electrical Engineering and Computer Science.

Statement dc:rights

• MIT theses may be protected by copyright. Please reuse MIT thesis content according to the MIT Libraries Permissions Policy, which is available through the URL provided.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

https://hdl.handle.net/1721.1/128345

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/128345