Factors influencing feature usage in work-related communication

Two studies are presented. The first aimed to identify possible barriers to the uptake and use of commonly available telephony features and to determine whether greater knowledge of features/access codes and availability of user manuals could increase feature usage under certain conditions. Results showed that feature-usage patterns were not affected by any of the manipulations, but that they were determined by specific job demands. Using Constantine and Lockwood's (1999) conceptualization of user roles, a method to support feature bundling decisions for specific target markets was developed and tested in the second study. The method - Strategic User Needs Analysis (SUNA) - was shown to yield a useful balance between high- and low-level information about selected roles. SUNA provided sufficient information to distinguish between PDA feature usage patterns of two similar target user groups as well as to suggest additional features each of the two target groups would find useful. The development of SUNA and observational findings of actual PDA usage are reported.