Interruption Management and Telephone Call Screening

Abstract

Notification-oriented computer interfaces are growing in importance, as is our understanding of how users manage interruptions. To gain insights relevant to the design of such interfaces, this study explored telephone call screening as a common example of how people manage technology-driven interruptions in their everyday residential environment. Survey results showed that audio screening is a frequent and regular practice, often used as part of an active, multicue strategy for managing interruptions. Frequent screeners estimated knowing more about the call before engaging in social interaction and were more selective when answering. Screening was viewed as an effective means of managing interruptions because screened, unanswered calls were rated as less disruptive of ongoing activities than calls that were answered. These findings on how people manage telephone call interruptions provide insights for designers of notification systems. First, audio alerts can be highly effective, especially in residential settings. Second, alerts need not be simple to be effective; they can usefully include rich information that clarifies how to respond to the interruption. Finally, informative alerts offer a situated alternative to "presence publishing" interfaces.

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