Many email messages are part of conversational transactions and require a response.
In these cases, structuring the email transaction provides benefits to both the sender and the recipients. Senders get the benefit of tabulated responses, and recipients get a more convenient way to respond. The main theme drawing this work together has been the design of new services that are both useful and useable to customers. His research interests center around understanding current use of computer-mediated communication and devising new forms of communication to address unmet needs. Domains of study have included workgroup messaging, computer-telephony integration, media choice and constrained user interfaces.