Ethnography of an Infrastructure: email

This is an analysis of the UofT email system using Star’s framework. This could really apply to any email system, particularly university or corporate systems, but I chose the UofT system because we’re all familiar with it.

Embeddedness. The UofT email system is connected to the wider suite of UofT software connected to a UTORid, including Blackboard, the UofT library databases, and more localized software for various programs (such as the UTSC intranet). Many students have their UofT email accounts linked to their computers or mobile devices. The address book component also links students by name, allowing them to easily contact other students.

Transparency. Most students by now use email every day and don’t have any difficulty navigating their UofT email account. It has become a normal part of any university experience, as much as physically attending the actual classes.

Reach or scope. Every UofT student has a UofT email address. They can be used to communicate with fellow UofT students, faculty, or staff. They can also be used to communicate with non-UofT email accounts around the world, giving students access to a massive communications network.

Learned as part of membership. While navigating an email account is a fairly standard practice these days, there are some quirks about the UofT emails. In particular, linking your account to a third party email client (such as a mobile device) requires some odd formatting of the account name. There is a minor adjustment for many new students.

Links with conventions of practice. There are plenty of email conventions and practices which apply to UofT email accounts. Making sure your email has a relevant subject, using full sentences and punctuation, including your name, and knowing when (and when not) to reply to all are all examples of important conventions email users need to apply if they wish to get a response.

Embodiment of standards. The UofT email system employs the standards for email communication that allow students to communicate not only with each other, but with the wider world of email accounts.

Built on an installed base. The current UofT email system was built using the existing Microsoft Exchange framework for email, while also incorporating students’ existing UTORid accounts.

Becomes visible upon breakdown. Many students don’t even think about their email accounts -- until they stop working. When you need to communicate with a project group or a professor, often your only method of communication is your UofT email account. If the system crashes, it can cause panic.

Is fixed in modular increments, not all at once or globally. The UofT email system recently transitioned from the old webmail system to the new Exchange system, a transition that took months and incremental steps to ensure it was handled smoothly.