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Impact of Availability State on Incoming Communication: Research Findings

Analyzing call logs and survey responses to understand how availability state affects communication reception and behavior. Discover key considerations and insights for both callers and recipients when in different availability states. Findings highlight importance of message relevance and mutual understanding in communication dynamics.

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Impact of Availability State on Incoming Communication: Research Findings

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  1. Understanding How the Projection of Availability State Impacts the Reception Incoming Communication Jaime Teevan - Available Microsoft Research Busy Alexander Hehmeyer - Available Microsoft Corporation Away

  2. Call Logs Analyzed by State • Analyzed phone call logs • Direct: Minimize scheduled calls • Internal: Know each other’s state • Recipients in 5 availability states • Filtered + cleaned = 103,962 calls • Users • Anonymous opt-in Lync user • Represent multiple companies

  3. Call Logs Analyzed by State

  4. Survey on Availability State + Calls • Questions in three sections • Section 1: How availability state is used • Section 2: Considerations when placing a call • Section 3: Considerations when receiving a call • Most questions produce a partial ranking • Rate multiple responses on 5-point scale • Used to rank within-subject and compared across • Participants: 569 Lync users at single company

  5. Callers Consider Recipient’s State

  6. Key Considerations for Connections

  7. Recipients Know That Callers Know

  8. Summary: I Know You Know • Surprise: We answer calls more when busy! • Survey of 569 people suggests why • Availability, message importance key factors • People avoid calling others who are busy • But call regardless when message is important • Knowing the caller knows we are busy leads us to perceive the message as more important • Availability is a tool for caller and recipient!

  9. I know you know I’m busy.

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