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IBM Cambridge Research Center

  Technical Report: Ease of Instant Messaging: How the Use of IBM Lotus Sametime Changes Over Time

Ease of Instant Messaging: How the Use of IBM Lotus Sametime Changes Over Time

Technical Report #:02-12
Author(s): M.E. Raven, Michael J. Muller, David R. Millen, Sandra Kogan
Category(s):Computer-mediated communication, office computing, instant messaging, chat, synchronous communication, surveys, case studies

Abstract

A Collaborative User Experience Technical Report: more about CUE...

This article discusses the results of surveys that indicate the IBM Lotus Sametime instant messaging product is a successful “walk-up-and-use” application, requiring little documentation and no training. Users achieve a commercially significant level of performance within three months. In addition, over a much longer period, users continue to develop their skills (chat behaviors), social networks (chat partners), and attitudes toward the technology (reasons for using IM). This combination of attributes – ease of learning and sustained development of skills and strategies – is unusual in Human-computer interaction and poses some unique challenges for creating a product that experienced users continue to find useful and usable

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