TECHNOLOGY USABILITY AND UTILITY ISSUES IN A STATE GOVERNMENT VOICE MAIL EVALUATION SURVEY

This paper summarizes results of a user evaluation survey of computer-based telephone messaging (''voice mail'') technologies. A mail survey of the population of voice mail users in state government agencies (approximately 3000 users) yielded 1072 user responses. Survey analyses tested hypotheses regarding how voice mail evaluations are influenced by user characteristics, system use and experience, task and situation factors, and differences in organizational context and operations. Highlights of the results include findings relating both endogenous (age and gender) and exogenous (reported length of experience and average weekly use) user characteristics to ratings of the voice mail interface. Participating organizations reported mean differences in ratings of the interface and situation-based voice mail appropriateness. The findings emphasize the importance of a systems approach to integrate user-centered design and functional, situational, and organizational contexts in order to enhance the success of implementing voice mail and other telecommunications technologies.