Abstract
A large sample of users (N = 211) from three geographically distinct locations within the United States completed a survey to reveal a number of practical as well as social benefits to using instant messenger (IM) systems. Paradoxically, a number of these benefits were also described as common sources of frustration in different contexts. For instance, the ability to conduct multiple conversations simultaneously was described as a benefit of using IM yet sources of frustration included an inability to type fast enough to respond to everyone and confusion of message content. To compensate for past usability issues associated with IM use, users suggested a number of design recommendations to facilitate the use of future systems. The implications of this work are discussed in terms of current theories regarding technology acceptance and use.
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