Interaction and outeraction: instant messaging in action
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Controlling interruptions: awareness displays and social motivation for coordination
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Lilsys: Sensing Unavailability
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Presence versus availability: the design and evaluation of a context-aware communication client
International Journal of Human-Computer Studies
Predicting human interruptibility with sensors
ACM Transactions on Computer-Human Interaction (TOCHI)
Managing availability: Supporting lightweight negotiations to handle interruptions
ACM Transactions on Computer-Human Interaction (TOCHI)
GI '07 Proceedings of Graphics Interface 2007
Effects of intelligent notification management on users and their tasks
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Behaviour & Information Technology
Interpreting and acting on mobile awareness cues
Human-Computer Interaction
Telling calls: facilitating mobile phone conversation grounding and management
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The effects of time constraints on user behavior for deferrable interruptions
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Revisiting phone call UIs for multipurpose mobile phones
Proceedings of the 15th international conference on Human-computer interaction with mobile devices and services
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Many communication systems infer and project information about a user's availability, making it possible for others to decide whether and how to contact that user. Presumably when the system infers people are busy, they are less open to interruption. But analysis of 103,962 phone calls made using a popular enterprise communications tool reveals that people are actually significantly more likely to answer the phone when the system projects that they are busy than at other times. A follow-up survey of 569 users of the system suggests that this seemingly counter-intuitive fact may arise because people care a lot about the recipient's availability when initiating phone communications and are unlikely to attempt to call someone who appears to be busy unless the communication is important. Recipients thus perceive incoming calls as more important when they are busy than at other times, making them more likely to answer.