"You've Got IMs!" How people manage concurrent instant messages

Abstract

Instant Messaging (IM) clients allow users to conduct multiple simultaneous conversations, which we term "concurrent IMs." In this study we investigate how adults manage concurrent IMs both in the workplace and within the context of a goal-directed, time-bounded recreational task. We discuss differences in behavior between engaging in a single IM conversation and engaging in concurrent IMs. We document the errors that arise as a consequence of concurrent IMs and identify four main strategies users employ to manage them: controlling the pace of conversations, limiting the number of simultaneous conversations, window management, and using tabbed IM windows. Finally, we explore the pros and cons of these strategies and examine design tradeoffs to enable effective space and attention management while minimizing disruption to the user. © 2009 Springer Berlin Heidelberg.