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.
CITATION STYLE
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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