QnA: augmenting an instant messaging client to balance user responsiveness and performance

ABSTRACT

The growing use of Instant Messaging for social and work-related communication has created a situation where incoming messages often become a distraction to users while they are performing important tasks. Staying on task at the expense of responsiveness to IM buddies may portray the users as impolite or even rude. Constantly attending to IM, on the other hand, may prevent users from performing tasks efficiently, leaving them frustrated. In this paper we present a tool that augments a commercial IM client by automatically increasing the salience of incoming messages that may deserve immediate attention, helping users decide whether or not to stay on task.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Computer-supported cooperative work

Additional Classification:
  J. Computer Applications
  J.4 SOCIAL AND BEHAVIORAL SCIENCES
      Subjects: Psychology; Sociology

  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.3 Organizational Impacts
          Subjects: Computer-supported collaborative work

General Terms:
Design, Management, Performance

Keywords:
IM, instant messaging, interruptions, workflow