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HCIL-2004-12

Lazar, J., Jones, A., Shneiderman, B. (April 2004)
Workplace user frustration with computers: An exploratory investigation of the causes and severity
Behaviour & Information Technology 25 3 (May-June 2006), 239-251.
HCIL-2004-12, CS-TR-4662, ISR-TR-2005-53

When hard to use computers cause users to become frustrated, it can affect workplace productivity, user mood, and interactions with other co-workers. Previous research has examined the frustration that graduate students and their families face in using computers. To learn more about the causes and effects of user frustration with computers in the workplace, we collected modified time diaries from 50 workplace users, who spent an average of 5.1 hours on the computer. In this experiment, users reported wasting on average, 42-43% of their time on the computer due to frustrating experiences. The causes of the frustrating experiences, the time lost due to the frustrating experiences, and the effects of the frustrating experiences on the mood of the users are discussed in this paper. Implications for designers, managers, users, information technology staff, and policymakers are discussed.


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