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Characterizing and Predicting Enterprise Email Reply Behavior

Authors:

Susan T. Dumais,

Paul N. Bennett,

Ahmed Hassan AwadallahAuthors Info & Claims

SIGIR '17: Proceedings of the 40th International ACM SIGIR Conference on Research and Development in Information Retrieval

Pages 235 - 244

https://doi.org/10.1145/3077136.3080782

Published: 07 August 2017 Publication History

Abstract

Email is still among the most popular online activities. People spend a significant amount of time sending, reading and responding to email in order to communicate with others, manage tasks and archive personal information. Most previous research on email is based on either relatively small data samples from user surveys and interviews, or on consumer email accounts such as those from Yahoo! Mail or Gmail. Much less has been published on how people interact with enterprise email even though it contains less automatically generated commercial email and involves more organizational behavior than is evident in personal accounts. In this paper, we extend previous work on predicting email reply behavior by looking at enterprise settings and considering more than dyadic communications. We characterize the influence of various factors such as email content and metadata, historical interaction features and temporal features on email reply behavior. We also develop models to predict whether a recipient will reply to an email and how long it will take to do so. Experiments with the publicly-available Avocado email collection show that our methods outperform all baselines with large gains. We also analyze the importance of different features on reply behavior predictions. Our findings provide new insights about how people interact with enterprise email and have implications for the design of the next generation of email clients.

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Cited By

Shah HJaidka KUngar LFagan JGrosser T(2023)Building a Multimodal Classifier of Email Behavior: Towards a Social Network Understanding of Organizational CommunicationInformation10.3390/info1412066114:12(661)Online publication date: 14-Dec-2023
https://doi.org/10.3390/info14120661
Chitare NCoventry LNicholson J(2023)“It may take ages”: Understanding Human-Centred Lateral Phishing Attack Detection in OrganisationsProceedings of the 2023 European Symposium on Usable Security10.1145/3617072.3617116(344-355)Online publication date: 16-Oct-2023
https://dl.acm.org/doi/10.1145/3617072.3617116
Liu JNeville JSingh ASun YAkoglu LGunopulos DYan XKumar ROzcan FYe J(2023)Stationary Algorithmic Balancing For Dynamic Email Re-Ranking ProblemProceedings of the 29th ACM SIGKDD Conference on Knowledge Discovery and Data Mining10.1145/3580305.3599909(4527-4538)Online publication date: 6-Aug-2023
https://dl.acm.org/doi/10.1145/3580305.3599909
Show More Cited By

Index Terms

Characterizing and Predicting Enterprise Email Reply Behavior
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
      1. User models
2. Information systems
  1. Information retrieval
    1. Retrieval tasks and goals
      1. Clustering and classification
    2. Users and interactive retrieval

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Published In

cover image ACM Conferences

SIGIR '17: Proceedings of the 40th International ACM SIGIR Conference on Research and Development in Information Retrieval

August 2017

1476 pages

ISBN:9781450350228

DOI:10.1145/3077136

General Chairs:
Noriko Kando
National Institute of Informatics
,
Tetsuya Sakai
Waseda University
,
Hideo Joho
University of Tsukuba
,
Program Chairs:
Hang Li
Huawei Noah's Ark Lab
,
Arjen P. de Vries
Radboud University
,
Ryen W. White
Microsoft Cortana

Copyright © 2017 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGIR: ACM Special Interest Group on Information Retrieval

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New York, NY, United States

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Published: 07 August 2017

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SIGIR '17: The 40th International ACM SIGIR conference on research and development in Information Retrieval

August 7 - 11, 2017

Tokyo, Shinjuku, Japan

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SIGIR '17 Paper Acceptance Rate 78 of 362 submissions, 22%;

Overall Acceptance Rate 792 of 3,983 submissions, 20%

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Cited By

Shah HJaidka KUngar LFagan JGrosser T(2023)Building a Multimodal Classifier of Email Behavior: Towards a Social Network Understanding of Organizational CommunicationInformation10.3390/info1412066114:12(661)Online publication date: 14-Dec-2023
https://doi.org/10.3390/info14120661
Chitare NCoventry LNicholson J(2023)“It may take ages”: Understanding Human-Centred Lateral Phishing Attack Detection in OrganisationsProceedings of the 2023 European Symposium on Usable Security10.1145/3617072.3617116(344-355)Online publication date: 16-Oct-2023
https://dl.acm.org/doi/10.1145/3617072.3617116
Liu JNeville JSingh ASun YAkoglu LGunopulos DYan XKumar ROzcan FYe J(2023)Stationary Algorithmic Balancing For Dynamic Email Re-Ranking ProblemProceedings of the 29th ACM SIGKDD Conference on Knowledge Discovery and Data Mining10.1145/3580305.3599909(4527-4538)Online publication date: 6-Aug-2023
https://dl.acm.org/doi/10.1145/3580305.3599909
Hasso HGroßer KAymaz IGeppert HJürjens J(2023)Enhanced abbreviation–expansion pair detection for glossary term extractionInformation and Software Technology10.1016/j.infsof.2023.107203159:COnline publication date: 1-Jul-2023
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Frattini JFucci DMendez DSpínola RMandić VTaušan NAhmad MGonzalez-Huerta J(2023)An initial theory to understand and manage requirements engineering debt in practiceInformation and Software Technology10.1016/j.infsof.2023.107201159:COnline publication date: 1-Jul-2023
https://dl.acm.org/doi/10.1016/j.infsof.2023.107201
Jia HYang WShen CPan MZhou Y(2023)Git command recommendations using crowd-sourced knowledgeInformation and Software Technology10.1016/j.infsof.2023.107199159:COnline publication date: 10-May-2023
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Siebert J(2023)Applications of statistical causal inference in software engineeringInformation and Software Technology10.1016/j.infsof.2023.107198159:COnline publication date: 1-Jul-2023
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Yousefifeshki FLi HKhomh F(2023)Studying the challenges of developing hardware description language programsInformation and Software Technology10.1016/j.infsof.2023.107196159:COnline publication date: 1-Jul-2023
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Stradowski SMadeyski L(2023)Industrial applications of software defect prediction using machine learningInformation and Software Technology10.1016/j.infsof.2023.107192159:COnline publication date: 10-May-2023
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Jach A(2023)Artificial Intelligence Methods in Email Marketing—A SurveyDependable Computer Systems and Networks10.1007/978-3-031-37720-4_8(85-94)Online publication date: 11-Aug-2023
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