Voicemail: A Qualitative Study of Emotions and Efficiency
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Authors
Calloway, Cabbelle
Issue Date
2000
Type
Thesis
Language
en
Keywords
Alternative Title
Abstract
This study had five research questions that explored issues related to voicemail. It addressed familiarity with using voicemail, frustrations felt by the women workers, and their level of social responsibility. Seven female workers in a county government in the San Francisco Bay Area participated in this study. A multi-method approach employed open-ended qualitative interview questions, a five-point Likert scale survey questionnaire, and seven-minute observation periods. Data was collected on familiarity with voice mail functions, usage, and emotional reactions by the employees. Results revealed that women workers experienced moderate levels of frustration when using voicemail. Frustrations were felt when workers were connected to complicated outgoing message instructions, voice mail system trees, and other difficulties in trying to speak with a live person. Also found in the data was evidence that calls were avoided and intentionally forwarded to voice mail. The results were related to prior research and implications were discussed.