User-Defined Control Limits for Acceptable Message Transmission Delays in Computer-Mediated Communications
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Growing use of computer-mediated communications technology in organizations has increased the demands on system performance and intensified the need for technology implementations that are responsive to user needs and expectations, situation constraints, and task demands. This paper describes research intended to develop control limit specifications for one class of communications systems, electronic voice mail. Based on surveys of over 1000 respondents, this research uses a feedback control model of tolerance for message transmission delay to determine upper control limits of “maximum tolerable delay” across a range of situation constraints related to message urgency, message volume, and sender-receiver distance.
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