Constant Constant Multitasking Craziness Managing Information in Multiple

“Constant, Constant Multitasking Craziness” Managing Information in Multiple Working Spheres Victor M. González Gloria Mark University of California, Irvine

How fragmented is work really? Previous studies of time management in information work Yet these studies have generally not examined time management in IT-rich environments We explore to what extent work and tool use really is fragmented What strategies do individuals use to maintain continuity of their work amidst task switching and interruptions?

Field study Field work at an investment management company Focused on one team that develops, tests, and supports financial software for a major client Fourteen people in three roles observed: managers (4), analysts (6), developers (4) Each person: 3 1/2 days of observation, each activity timed to the second Total of 477 hours of observation done over 7 months

Coding of events Event = the amount of time that people spent in continuous uninterrupted use of a device or engagement in an interaction with other individuals Examples: telephone call typing a Word document talking “through the cubicle wall”

How fragmented is work actually? Events % of day Avg. Time/event (minutes: seconds) Using PC’s 29. 5% 02: 53 Other (personal, unknown) 15. 1% 17: 27 Formal meetings 14. 4% 41: 47 Using email 9. 2% 02: 22 Going to other cubicles 9. 1% 07: 37 Interaction in cubicle 6. 9% 03: 34 Using paper documents/books 6. 8% 01: 47 Talking “through the walls” 3. 0% 01: 40 Using other tools 0. 3% 01: 04

How fragmented is work actually? Events % of day Avg. Time/event (minutes: seconds) Using PC’s 29. 5% 02: 53 Other (personal, unknown) 15. 1% 17: 27 Formal meetings 14. 4% 41: 47 Using email 9. 2% 02: 22 Going to other cubicles 9. 1% 07: 37 Interaction in cubicle 6. 9% 03: 34 Using paper documents/books 6. 8% 01: 47 Talking “through the walls” 3. 0% 01: 40 Using other tools 0. 3% 01: 04 70. 52% 03: 08 100% 08: 55 All events except “formal meetings” and “Other” All events

How often do people switch devices? Device PC’s (incl. email) % of day Avg. Time/device (minutes: seconds) 37. 1% 02: 52 Desk phone 5. 2% 02: 17 Paper documents 5. 0% 01: 33 Books, manuals 1. 8% 01: 57 Financial terminals 1. 6% 01: 20 Cell phone 0. 7% 04: 13 Daily planner (paper) 0. 2% 00: 50 Address books (paper) 0. 07% 01: 00 Hand-held calculator 0. 05% 00: 48

How often do people switch devices? Device PC’s (incl. email) % of day Avg. Time/device (minutes: seconds) 37. 1% 02: 52 Desk phone 5. 2% 02: 17 Paper documents 5. 0% 01: 33 Books, manuals 1. 8% 01: 57 Financial terminals 1. 6% 01: 20 Cell phone 0. 7% 04: 13 Daily planner (paper) 0. 2% 00: 50 Address books (paper) 0. 07% 01: 00 Hand-held calculator 0. 05% 00: 48 51. 6% 02: 11 All devices

Any difference in roles? Developers tend to spend less time in formal meetings than analysts and managers Developers spend more time on the PC (~4 minutes) than analysts and managers No other significant differences found

Working spheres Maybe switching events is not so bad when it’s the same project? What becomes difficult is switching between projects, or working spheres

How fragmented are working spheres? Average length of a working sphere segment: 11 minutes, 28 seconds Even when removing “non-significant” interruptions (2 minutes or less), average working sphere segment: 12 minutes, 18 seconds

Internal and External Interruptions Type of Interruption Internal 49. 1% External 50. 9% % of All Types Leaving cubicle 17. 9% Checking/Using computer 11. 0% Email use 7. 4% Talking “through the wall” 6. 9% Phone call 4. 1% Checking/Using paper documents 1. 9% Person comes into cubicle 21. 5% Email notification 12. 7% Phone ringing 9. 4% Calling “through the wall” 4. 8% Status on financial terminals 1. 3% Voice message light 0. 7% Reminder notification 0. 7%

The paradox in IT support Information technology mainly supports individual tasks e. g. document writing, sending email IT is not designed to support the integration of information into larger themes, associated with projects It is the users’ responsibilities to integrate their work that is fragmented over time and space! We need to rethink how IT can support the continuity of working spheres