Disconnectedness in a connected world: why people ignore messages and calls

Abstract

Purpose People are living in a world where they maintain connectivity through sending and receiving messages and calls. Yet, almost daily, people choose not to respond to certain messages or calls, which can make the sender anxious, and adversely affect their communication. The aim of this study was to investigate the receivers' reasons for not responding. Design/methodology/approach The authors used theories related to information avoidance, power, interpersonal deception and emotions and conducted interviews of smartphone users. Findings The study found that the receiver’s physical and psychological state, the time of the day and the content of the message impacted non-response. The findings suggest that the non-response behavior is moderated by the power relationship between the sender and the receiver. The receiver’s state of mind will determine the likelihood of non-response, while the sender’s state of mind will determine how the sender deals with non-response. Research limitations/implications The study contributes to research in mobile information behavior, and the wider fields of information science, sociology and communication. Practical implications The process of interviewing itself helped raise awareness about these issues with the people who were interviewed. Social implications The findings shed light on the current communicative practices and ways to overcome the disconnectedness and stress suffered by people regularly using smartphones. Originality/value The study provides recommendations for healthy communication between the sender and the receiver using their smartphones.

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