Characterizing and Predicting Enterprise Email Reply Behavior
Characterizing and Predicting Enterprise Email Reply Behavior
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表征和预测企业电子邮件回复行为
DOI：
10.1145/3077136.3080782
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发表时间：
2017
期刊：
影响因子：
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通讯作者：
Ahmed Hassan Awadallah
中科院分区：
文献类型：
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作者：
Liu Yang;S. Dumais;Paul N. Bennett;Ahmed Hassan Awadallah
电子邮件仍然是最受欢迎的在线活动之一。人们花费大量时间发送、阅读和回复电子邮件，以便与他人交流、管理任务和归档个人信息。以前对电子邮件的大多数研究要么基于来自用户调查和采访的相对较小的数据样本，要么基于消费者电子邮件账户，如雅虎！邮件或Gmail。关于人们如何与企业电子邮件互动的文章要少得多，尽管它包含的自动生成的商业电子邮件较少，涉及的组织行为比个人账户中明显更多。在这篇文章中，我们扩展了以前关于预测电子邮件回复行为的工作，通过查看企业设置并考虑更多的二元通信。分析了电子邮件内容和元数据、历史交互特征和时间特征等因素对电子邮件回复行为的影响。我们还开发了模型来预测收件人是否会回复电子邮件，以及回复需要多长时间。使用公开可用的Avocado电子邮件收集进行的实验表明，我们的方法比所有基线都有很大的收益。我们还分析了不同特征对回复行为预测的重要性。我们的发现为人们如何与企业电子邮件互动提供了新的见解，并对下一代电子邮件客户端的设计具有启示意义。
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.