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Investigating memory constraints on recall of options in interactive voice response system messages

Author

Listed:
  • Ludovic Le Bigot
  • Loïc Caroux
  • Christine Ros
  • Agnès Lacroix
  • Valérie Botherel

Abstract

This study examined the effects of the number of options in a message and different message endings on the memorisation of multiple-option messages. Twenty-seven participants were told to pay attention to the quality of interactions between users and an interactive voice response system and were asked to recall system messages. The multiple-option messages contained three, five or seven options and ended either in a pseudoword suffix, in a natural-language prompt or in a beep. Results showed that option recall was impaired when messages were longer and contained a suffix. The interaction between the number of options and the presence of a suffix was not significant. Results also showed that, in messages with five or more options, the recency effect was greater than the primacy effect. These results bolster our knowledge about the design of spoken menus.

Suggested Citation

  • Ludovic Le Bigot & Loïc Caroux & Christine Ros & Agnès Lacroix & Valérie Botherel, 2013. "Investigating memory constraints on recall of options in interactive voice response system messages," Behaviour and Information Technology, Taylor & Francis Journals, vol. 32(2), pages 106-116.
    • Handle: RePEc:taf:tbitxx:v:32:y:2013:i:2:p:106-116
    DOI: 10.1080/0144929X.2011.563800
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