“The Collaborative User Experience (CUE) team in IBM Research has spent nearly a decade studying email. Not only has email become one of the most pervasive and successful collaborative tools available, it has also become a key component of IBM’s Lotus Software offerings. In many ways, email can be seen as a victim of its own success — users increasingly suffer from overload and interruptions as well as use email in a manner for which it was not intended. To meet the challenges in researching email, we have taken a multifaceted approach to data collection.”