Public attitudes toward voice-based electronic messaging technologies in the United States: A national survey of opinions about voice response units and telephone answering machines

The impact of voice characteristics on user response in an interactive voice response system

“…hard to describe what they were looking for and believed there were too many irrelevant options that had to be heard (Katz, Aspden, & Reich, 1997). However, with improvements in IVR design, user satisfaction has increased (Bushey, Martin, & Joseph, 2001).…”

Older People's Attitudes Toward Interactive Voice Response Systems

“…These findings were also in line with previous research showing a significant relationship between positive experience with IVR and perceptions of the technology. 4,5 Nevertheless, we noted that the strength of the correlation between success and overall ratings of the systems was low. Further evaluation of the data revealed that half of our sample gave much higher ratings of the systems than what would have been expected on the basis of their success with the IVR systems; similar findings were also reported in previous studies.…”

“…[1][2][3] The impact of aging on the adoption and use of new technologies seems to be related to several factors, such as age-related decrease in cognitive abilities, which makes the interaction difficult, anxiety in approaching technology, and negative attitudes toward new technology. [4][5][6] Normal aging is associated with decline in several fluid intelligence abilities such as working memory, prospective memory, processing speed, and slower acquisition of new skills, and these have been shown to have important implications on performance when using unfamiliar technology. 7 In the case of IVR, the abilities that have been shown to impact performance in an older adult population are working memory and auditory memory.…”

“…However, two surveys on IVR use and attitudes have failed to find gender differences. 5,6 The goal of the present study was to evaluate participants' attitudes toward the four IVR systems included in our study. We looked at their overall attitudes toward the four IVR systems as well as participants' attitudes in relation to their success or failure to interact with the systems.…”

Motives, hurdles, and dropouts

“…But slightly wealthier and Better educated. In addition to the higher income and educational levels, our data is suBject to all the inherent limitations of phone surveys [2], For the remainder of the article, our results refer to the 1995 survey, unless otherwise stated.…”