Experiences with an Integrated Voice and Text Message Service

Abstract

An integrated voice and text message system has been provided to members of our research organization as part of an experimental system that provides our everyday communications services. The message service answers telephone calls, and the resulting messages are included in a standard electronic mailbox. Both voice and text messages are accessible from either the telephone or a terminal. Message retrieval and message management from the terminal are used extensively for voice messages as well as text messages. The telephone, while often convenient for retrieving voice messages, does not provide an attractive user interface for service control. Users neither use nor remember how to use many of the service features. The terminal, with its visual, menu-driven interface, is much more usable for service control. We believe that both our text and voice message services have been enhanced by their integration. We have also observed that the display terminal provides a very effective interface to managing voice communications services.