Starr Roxanne Hiltz is a pioneer in exploring the application of sociological techniques to the study of group interaction through computer conferencing. This book presents the details of her two year study of how groups of knowledge workers communicated, cooperated, and cajoled. It offers practical guidance to system designers, organizational managers, and individuals who will use computer conferencing. This study makes clear that the design of the technology influences and is influenced by the environment of its use. By selecting participants and structuring the topic, electronic mail becomes a new social form--computer conferencing. The permanent record documents who said what and when, and allows review by new participants. This historical trace compels participants to more carefully consider their comments. These results will shape the next generation of office automation services and influence training, installation, and operating procedures.