This paper presents the results of a case study of a (perceived) problem of information overload from e-mail in a large firm. We argue that for CMCs to be effective there is a need to establish a ‘context’ in which the message can be interpreted.
C. Ghidini, and L. Serafini. Modelling and Using Context -- Proceedings of the 2nd International and Interdisciplinary Conference, Context'99, volume 1688 of Lecture Notes in Artificial Intelligence, page 159--172. Springer Verlag - Heidelberg, (1999)