The Scope and Importance of Human Interruption in Human-Computer Interaction Design

Abstract

At first glance it seems absurd that busy people doing important jobs should want their computers to interrupt them. Interruptions are disruptive and people need to concentrate to make good decisions. However, successful job performance also frequently depends on people's abilities to (a) constantly monitor their dynamically changing information environments, (b) collaborate and communicate with other people in the system, and (c) supervise background autonomous services. These critical abilities can require people to simultaneously query a large set of information sources, continuously monitor for important events, and respond to and communicate with other human operators. Automated monitoring and alerting systems minimize the need to constantly monitor, but they induce alerts that may interrupt other activities. Such interrupting technologies are already widespread and include concurrent multitasking; mixed-initiative interaction; support for delegation and supervisory control of automation, including intelligent agents; and other distributed, background services and technologies that increase human-human communication.