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SOFTWARE INDUSTRY NEWS |
IBM's 'Email Triage' tech to help manage urgent issues on mobile devices |
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IBM has kicked off a new research project that studies mobile device user behaviors to create a new application for managing mobile e-mail.  Present day mobile email clients are often just smaller versions of desktop clients that assume a user would open, read and respond to a message just as they would on a desktop or laptop. IBM scientists studying the behaviors of mobile users are finding that mobile email usage differs greatly because of the environment and context in which it typically takes place.IBM says with mobile mail, researchers have found users to be focused on "triaging" – what's in the inbox at that moment – scanning and quickly deciding what's new; what needs to be handled immediately; what can be deleted now and what can wait until back in the office. Since there is no easy way to distinguish the difference between "new," "unread," and marked for "follow up," users often make up ad hoc solutions and decide when to make the trade-off to a different device. Computer scientists and sociologists at IBM Research – Almaden are now engaged in an ongoing research effort to redefine the mobile email user experience to more closely reflect how people work today. A prototype technology, called IBM Mail Triage project, rethinks the mobile email experience by allowing users to quickly "triage" their email and identify what needs immediate action and what can be handled later. The IBM Mail Triage project accounts for behavioral differences in the way users address email on a computer versus a mobile device. For messages that do not require immediate action, a user can 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, reply later, and so on. Users can easily access the created tasks via their mobile device or desktop through a cloud-based service and quickly resume their intended actions when they are on the best-suited device for a task. IBM said the Mail Triage project is presently a prototype application, for use by IBM employees, and as part of ongoing research, scientists plan to make the same available in beta form to external users sometime in the future. |
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