Understanding the Impact of Availability State on Communication Reception
Analyzing call logs and survey data, this study explores how the projection of availability state (such as Available, Busy, Away) influences the reception of incoming communication. Key findings reveal considerations for both callers and recipients when placing or receiving calls based on the recipient's availability state. The study sheds light on the importance of understanding and managing availability states for effective communication interactions.
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Understanding How the Projection of Availability State Impacts the Reception Incoming Communication Jaime Teevan - Available Busy Microsoft Research Alexander Hehmeyer - Available Away Microsoft Corporation
Call Logs Analyzed by State Analyzed phone call logs 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 Avail. Busy DND Away Offline
Call Logs Analyzed by State Answered Not Answered Other # % # % # % Avail. 22916 22916 44% 44% 27183 27183 53% 53% 1602 1602 3% 3% Busy Busy 22926 22926 67% 67% 10561 10561 31% 31% 737 737 2% 2% DND DND 190 190 54% 54% 147 147 42% 42% 14 14 4% 4% Away 2662 2662 41% 41% 3585 3585 55% 55% 238 238 4% 4% Offline 4487 4487 40% 40% 6137 6137 55% 55% 577 577 5% 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 Recipients State Ok to Call Someone in State (5=most acceptable) 4.69 Avail. 3.19 Away 3.05 Offline 2.65 Busy 1.42 DND
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) 3.30 Busy 3.30 DND 3.07 Avail. 2.69 Away 2.64 Offline
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!
