A recent study by USC Viterbi
School of Engineering researchers found that speed of email
responses depend on a variety of factors including age, platform,
volume, and timing.
The paper, "Evolutions of Conversations in the Age of Email
Overload," was presented at the World Wide Web Conference. The
paper is the largest study of email to date, measuring how the
volume of incoming email affects behaviors of recipients and the
length of time it takes them to reply to emails. The study was
conducted in accordance with privacy standards: individuals opted
in to the study, the data was anonymized, and the emails were not
read by humans.
The researchers said ninety percent of people respond within a day
or two of receiving an email to which they plan to respond. Half
of responders will respond in just under an hour.
Age is also an indicator for email response time. Younger people
reply faster, but write shorter replies. Teens were the quickest,
with an email response time average of 13 minutes. Young adults
aged 20-35 years responded on average of 16 minutes of receiving
an email. 35 to 50 years tended to respond in 24 minutes, on
average. Those over 51 years of age, on average took 47 minutes to
respond.
Women typically respond four minutes longer than an email response
from a man. The platform also plays a critical role: If someone is
working from a laptop, on average it will take them almost twice
as long to respond than if using a mobile phone.
Emails with only five words are the most common. More than half
the email replies are less than 43 words, and only 30 percent of
emails are longer than 100 words.
Younger users can cope with the increased email load more than
older email users. When younger users become more overloaded they
tend to send shorter and faster replies to cope with the increased
load. On the other hand, older people respond to an increased load
of emails by replying to a smaller fraction of emails.
It is no surprise that people are more active on email during the
day than at night. Emails on weekends get shorter replies than
weekdays. If you want a longer and perhaps more thoughtful reply,
email someone in the morning. The researchers found that emails
sent in the morning tend to get longer replies than those in the
afternoon.
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