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'email Triage' Technology Helps Manage ­rgent Issues on Mobiles

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IBM has unveiled research on how people handle email differently when using mobile devices. Mobile users tend to scan mail and quickly decide what is new, needs to be read immediately, can be deleted and can wait until they get back to the office, according to IBM researchers.

The environment and context of the mobile experience leads to "triaging," IBM researchers' term for mobile users' email behavior. "Today, people use devices interchangeably and in context with other devices, so we have developed a prototype application or mail triage to reflect today's smartphone email experience," says IBM Research's Jeff Pierce.

The prototype technology, IBM Mail Triage, enables users to indicate an intended action, such as handle next, defer for later, or reference, as well as specify actions, such as call this person, schedule a meeting, or reply later. IBM Mail Triage enables users to access created tasks via their mobile device or desktop through a cloud-based service and resume intended actions when they are on the best-suited device for a task.

View a video of IBM's Jeff Pierce, "Triage and Capture: Rethinking Mobile Email."

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Abstracts Copyright © 2010 Information Inc., Bethesda, Maryland, USA



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