Ethnographic study of on-hold caller multitasking behavior

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Abstract

Telephone users frequently engage in multitasking while on hold. While these multitasking behaviors are significant for the research and application of effective on-hold stimuli, they have not been thoroughly studied. The current study examines on-hold multitasking behavior with a naturalistic ethnographic method, and describes these behaviors for callers in their home environment. The data show that callers do indeed engage in a variety of multitasking behaviors, including web browsing, e-mail, and item manipulation. However, callers are not necessarily aware of these behaviors and self-reported data may not be completely accurate. Furthermore, the diverse nature of these secondary tasks presents unique challenges for system engineers seeking to implement effective telephone interactions.

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Su, A., & Kortum, P. (2009). Ethnographic study of on-hold caller multitasking behavior. In Proceedings of the Human Factors and Ergonomics Society (Vol. 3, pp. 1461–1465). Human Factors an Ergonomics Society Inc. https://doi.org/10.1518/107118109x12524443347599

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