How a Disparity in Text Input Speed Affects the Quality of Interaction in Chat

In computer-mediated text-based synchronous communication such as online chatting, a difference in typing speed can have a significant effect on the quality of interaction. In this paper, we present an empirical user study in a modelled multitasking scenario in which the user has two main tasks: (1) finding answers to scripted questions in reference material and (2) asking two experts another set of questions via online chat. We controlled the answering time so that the "fast" expert entered text at 40 words per minute while the "slow" expert typed at half that rate. We report the subjective reflections of the users on chat interaction. Our main findings suggest that multitasking changes user expectations and perceptions of the chat partner.