When Delayed in a Hurry

Abstract

When Instant Messaging (IM) users experience delays in receiving responses from a partner, they may interpret these delays in a variety of ways (e.g., a technological problem vs. the partner is avoiding interaction), and these interpretations can have social consequences. In a laboratory study, we explored whether the presence of a typing indicator shaped people's interpretation of delays. Participants collaborated with a confederate on a time-sensitive task and retrospectively reviewed their interaction. We manipulated delay condition (none, delay, delay with typing indicator) and time pressure (low, high). Participants rated their partners as significantly lower in conversational involvement, were more frustrated, and liked their partners less during a delay whether or not they saw a typing indicator. We discuss implications for the design of new features for IM clients that help people interpret delays appropriately.