Profiling Users of a Unified Communication Service: Understanding Communication Traits and Styles
Abstract
In spite of the powerful functionality and message integration offered, unified communication (UC) has yet to be widely adopted as a solution that meets the demands and complexities of modern communicators. By understanding individual differences, requirements, and preferences, it should be possible to design better communication interfaces and services. This study examined the characteristics of communication-related preferences among users of a three-month UC trial. Survey data from 123 respondents were analyzed. A series of factor analyses identified 19 communication traits, 7 of which were particularly interesting. A cluster analysis suggested three types of communication styles: Low-tech, Power, and Strategic. Future research will attempt to relate the current findings to actual communication behaviour. The creation of a communication preference inventory (CPI) is also discussed.
Authors: Leonardo Ruppenthal, Mark Chignell
Published in: Proceedings of the Human Factors and Ergonomics Society Annual Meeting (2002)