Skewed use in the steady-state for electronic mail and other groupware

The skewed use of electronic mail and other groupware and its implications for both design and implementation is studied. Managerial and professional 'discretion', which is the organizational mechanism that gives rise to individual-level skewed use and, to some extent, system-level skewed use is discussed. Individual skewed use and system-level skewed use are examined. The stunted use phenomenon is identified, and its potential dangers and the measurement of use in general are addressed. The basic argument is that use levels need to be reported and that conclusions drawn from studies with very high or low rates must be interpreted with great caution.<>