Jackson, T., Dawson, R. and Wilson, D., 2003. Understanding email interaction increases organizational productivity. Communications of the ACM, 46(8), pp. 80-84
The definitive version: Jackson, T., Dawson, R. and Wilson, D., 2003. Understanding email interaction increases organizational productivity. Communications of the ACM, 46(8), pp. 80-84, is available at: www.acm.org/cacm/