Transcript ppt
Understanding How the Projection of Availability State Impacts the Reception Incoming Communication Jaime Teevan - Busy Available Microsoft Research Alexander Hehmeyer - Available Away Microsoft Corporation Call Logs Analyzed by State • Analyzed phone call logs Avail. Busy DND Away Offline – Direct: Minimize scheduled calls – Internal: Know each other’s state – Recipients in 5 availability states – Filtered + cleaned = 103,962 calls • Users – Anonymous opt-in Lync user – Represent multiple companies Call Logs Analyzed by State Answered Not Answered Other # % # % # % Avail. 22916 44% 27183 53% 1602 3% Busy 22926 67% 10561 31% 737 2% DND 190 54% 147 42% 14 4% Away 2662 41% 3585 55% 238 4% Offline 4487 40% 6137 55% 577 5% Survey on Availability State + Calls • Questions in three sections – Section 1: How availability state is used – Section 2: Considerations when placing a call – Section 3: Considerations when receiving a call • Most questions produce a partial ranking – Rate multiple responses on 5-point scale – Used to rank within-subject and compared across • Participants: 569 Lync users at single company Callers Consider Recipient’s State Ok to Call Someone in State (5=most acceptable) Avail. 4.69 Away 3.19 Offline 3.05 Busy 2.65 DND 1.42 Key Considerations for Connections Placing Receiving Recipient’s availability 3.32 3.46 Importance to respondent 3.29 2.78 Importance to other 2.63 2.18 Closeness of relationship 2.36 2.32 Recipient’s location 1.99 2.26 Relative status 1.42 2.00 Recipients Know That Callers Know Perceived Importance of Call by State (5=most acceptable) Busy 3.30 DND 3.30 Avail. 3.07 Away 2.69 Offline 2.64 Summary: I Know You Know • Surprise: We answer calls more when busy! • Survey of 569 people suggests why • Availability, message importance key factors – People avoid calling others who are busy – But call regardless when message is important • Knowing the caller knows we are busy leads us to perceive the message as more important • Availability is a tool for caller and recipient! I know you know I’m busy.