Workplace user frustration with computers: an exploratory investigation of the causes and severity
Workplace user frustration with computers: an exploratory investigation of the causes and severity
复制标题
工作场所用户对计算机的不满：对原因和严重程度的探索性调查
DOI：
10.1080/01449290500196963
复制
发表时间：
2006
影响因子：
3.7
通讯作者：
B. Shneiderman
中科院分区：
文献类型：
--
作者：
J. Lazar;Adam Jones;B. Shneiderman
当难以使用的电脑让用户变得沮丧时，它会影响工作场所的生产率、用户情绪和与其他同事的互动。此前的研究调查了学生和他们的家人在使用电脑时面临的挫败感。为了更多地了解原因，并衡量用户在工作场所对电脑感到沮丧的严重程度，我们收集了50名工作场所用户的修改后的时间日记，他们平均花在电脑上的时间为5.1小时。在这项探索性研究中，用户报告称，由于令人沮丧的体验，他们平均浪费了42%-43%的时间在电脑上。最令人沮丧的经历发生在使用文字处理程序、电子邮件和网络浏览器时。本文讨论了挫折体验产生的原因，挫折体验造成的时间损失，以及挫折体验对用户情绪的影响。讨论了对设计者、管理者、用户、信息技术人员和政策制定者的影响。
When hard-to-use computers cause users to become frustrated, it can affect workplace productivity, user mood and interactions with other co-workers. Previous research has examined the frustration that students and their families face in using computers. To learn more about the causes and measure the severity of user frustration with computers in the workplace, we collected modified time diaries from 50 workplace users, who spent an average of 5.1 hours on the computer. In this exploratory research, users reported wasting on average, 42 – 43% of their time on the computer due to frustrating experiences. The largest number of frustrating experiences occurred while using word processors, email and web browsers. The causes of the frustrating experiences, the time lost due to the frustrating experiences, and the effects of the frustrating experiences on the mood of the users are discussed in this paper. Implications for designers, managers, users, information technology staff and policymakers are discussed.