Investigating memory constraints on recall of options in interactive voice response system messages

Ludovic Le Bigot, Loïc Caroux, Christine Ros, Agnès Lacroix and Valérie Botherel

Behaviour and Information Technology, 2013, vol. 32, issue 2, 106-116

Abstract: This study examined the effects of the number of options in a message and different message endings on the memorisation of multiple-option messages. Twenty-seven participants were told to pay attention to the quality of interactions between users and an interactive voice response system and were asked to recall system messages. The multiple-option messages contained three, five or seven options and ended either in a pseudoword suffix, in a natural-language prompt or in a beep. Results showed that option recall was impaired when messages were longer and contained a suffix. The interaction between the number of options and the presence of a suffix was not significant. Results also showed that, in messages with five or more options, the recency effect was greater than the primacy effect. These results bolster our knowledge about the design of spoken menus.

Date: 2013
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/0144929X.2011.563800 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:tbitxx:v:32:y:2013:i:2:p:106-116

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/tbit20

DOI: 10.1080/0144929X.2011.563800

Access Statistics for this article

Behaviour and Information Technology is currently edited by Dr Panos P Markopoulos

More articles in Behaviour and Information Technology from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().