Human Interruption Management in Workplace Environments: An Overview

Authors

  • M. Alkahtani Industrial Engineering Department, King Saud University, Saudi Arabia
  • M. H. Abidi Raytheon Chair for Systems Engineering (RCSE), Advanced Manufacturing Institute, King Saud University, Saudi Arabia
  • A. Ahmad Louisiana Community and Technical College System, USA
  • S. Darmoul Industrial Engineering Department, King Saud University, Saudi Arabia
  • S. Samman Global Assessment Inc., USA
  • M. Ghaleb Industrial Engineering Department, King Saud University, Saudi Arabia

Abstract

Interruptions are unexpected breaks that introduce new tasks on top of ongoing activities. In work environments, interruptions occur when operators and decision-makers have to deal simultaneously with several stimuli and information sources and have to make decisions so as to maintain the flow of activities at a satisfactory level of performance or quality of service. The causes and effects of interruptions and their subsequent management strategies in workplace environments have been researched in the past, however, only a few review articles are available to report on current advances in this area, to analyze contributions, and to highlight open research directions. This paper offers an up-to-date review and a framework for interruptions and interruption management strategies. The current approaches to identify, report, and manage interruptions in a variety of workplace environments are reviewed and a description of environmental characteristics that favor the occurrence of interruptions and influence interruption management in workplace environments is provided. Various approaches to classify and model the different types of interruptions and their cause-consequence relationships are discussed and the strategies to manage interruptions and approaches to measure human performance when dealing with interruptions are analyzed. Based on these insights, several guidelines to manage interruptions in workplace environments are provided, and future research directions are highlighted.

Keywords:

interruptions, interruption management strategies, workplace environments

Downloads

Download data is not yet available.

References

P. Jackson, R. Suomi, E-business and workplace redesign, Routledge, 2001

J. E. Innes, D. E. Booher, “Consensus building and complex adaptive systems: A framework for evaluating collaborative planning”, Journal of the American Planning Association, Vol. 65, No. 4, pp. 412-423, 1999 DOI: https://doi.org/10.1080/01944369908976071

B. A. Bettencourt, M. B. Brewer, M. R. Croak, N. Miller, “Cooperation and the reduction of intergroup bias: The role of reward structure and social orientation”, Journal of Experimental Social Psychology, Vol. 28, No. 4, pp. 301-319, 1992 DOI: https://doi.org/10.1016/0022-1031(92)90048-O

L. B. Marques, “Interest rates and crisis: Revisiting the “Taylor rule””, SAIS Review of International Affairs, Vol. 30, No. 1, pp. 157-160, 2010 DOI: https://doi.org/10.1353/sais.0.0071

Y. Miyata, D. A. Norman, “Psychological issues in support of multiple activities”, User centered system design: New perspectives on human-computer interaction, pp. 265-284, 1986

K. A. Latorella, Investigating interruptions: Implications for flightdeck performance, National Aeronautics and Space Administration, 1999

P. J. Hopp, C. A. P. Smith, B. A. Clegg, E. D. Heggestad, “Interruption management: The use of attention-directing tactile cues”, Human Factors: The Journal of the Human Factors and Ergonomics Society, Vol. 47, No. 1, pp. 1-11, 2005 DOI: https://doi.org/10.1518/0018720053653884

A. R. Rodriguez, B. T. Karsh, “Interruptions and distractions in healthcare: Review and reappraisal”, BMJ Quality and Safety, Vol. 19, No. 4, pp. 304-312, 2010 DOI: https://doi.org/10.1136/qshc.2009.033282

J. L. Holland, A classification for occupations in terms of personality and intelligence, American Psychologist, 1959

M. Lomax, “What makes a great workplace?”, Dermatology Nursing, Vol. 19, No. 1, pp. 80, 2007

E. Yousefian, A. Chitsaz, B. Karimpour, “Case study of effectiveness evaluation of staff training courses in Refah bank”, Engineering, Technology & Applied Science Research, Vol. 7, No. 4, pp. 1870-1873, 2017 DOI: https://doi.org/10.48084/etasr.1204

A. Hassan, K. E. Rayes, “Quantifying the interruption impact of activity delays in non-serial repetitive construction projects”, Construction Management and Economics, pp. 515-533, 2019 DOI: https://doi.org/10.1080/01446193.2019.1657922

L. Moller, K. W. Christiansen, A. S. Mortensen, “Interruptions affect the quality of radiographic practice”, Journal of Radiology Nursing, Vol. 39, No. 1, pp. 48-52, 2019 DOI: https://doi.org/10.1016/j.jradnu.2019.10.003

G. Pozo, M. A. P. Escutia, A. Ruiz, A. Ferrando, A. Milanes, E. Cabello, R. Diaz, A. Prado, J. F. P. Regadera, “Management of interruptions in radiotherapy treatments: Adaptive implementation in high workload sites”, Reports of Practical Oncology & Radiotherapy, Vol. 24, No. 2, pp. 239-244, 2019 DOI: https://doi.org/10.1016/j.rpor.2019.02.003

T. Bellandi, A. Cerri, G. Carreras, S. Walter, C. Mengozzi, S. Albolino, E. Mastrominico, F. Renzetti, R. Tartaglia, J. Westbrook, “Interruptions and multitasking in surgery: A multicentre observational study of the daily work patterns of doctors and nurses”, Ergonomics, Vol. 61, No. 1, pp. 40-47, 2018 DOI: https://doi.org/10.1080/00140139.2017.1349934

S. Seshadri, Z. Shapira, “Managerial allocation of time and effort: The effects of interruptions”, Management Science, Vol. 47, No. 5, pp. 611-733, 2001 DOI: https://doi.org/10.1287/mnsc.47.5.647.10481

K. A. Basoglu, M. A. Fuller, J. T. Sweeney, “Investigating the effects of computer mediated interruptions: An analysis of task characteristics and interruption frequency on financial performance”, International Journal of Accounting Information Systems, Vol. 10, No. 4, pp. 177-189, 2009 DOI: https://doi.org/10.1016/j.accinf.2009.10.003

C. X. Ou, R. M. Davison, “Interactive or interruptive? Instant messaging at work”, Decision Support Systems, Vol. 52, No. 1, pp. 61-72, 2011 DOI: https://doi.org/10.1016/j.dss.2011.05.004

G. Mansi, Y. Levy, “Do instant messaging interruptions help or hinder knowledge workers’ task performance?”, International Journal of Information Management, Vol. 33, No. 3, pp. 591-596, 2013 DOI: https://doi.org/10.1016/j.ijinfomgt.2013.01.011

V. M. Gonzalez, G. Mark, “Constant, constant, multi-tasking craziness: managing multiple working spheres”, in: Proceedings of the SIGCHI conference on human factors in computing systems, ACM 2004 DOI: https://doi.org/10.1145/985692.985707

G. Mark, V. M. Gonzalez, J. Harris, “No task left behind?: examining the nature of fragmented work”, Conference on Human Factors in Computing Systems, Oregon, USA, April 2-7, 2005 DOI: https://doi.org/10.1145/1054972.1055017

Flight Safety Foundation, “ALAR Briefing Note 2.4. Interruptions/Distractions”, in: ALAR Tool Kit, FSF, 2000

Airbus, Flight operations briefing notes: Managing interruptions and distractions, Airbus, 2004

R. F. Adler, R. B. Fich, “Self-interruptions in discretionary multitasking”, Computers in Human Behavior, Vol. 29, No. 4, pp. 1441-1449, 2013 DOI: https://doi.org/10.1016/j.chb.2013.01.040

S. Gievska, R. Lindeman, J. Sibert, “Examining the qualitative gains of mediating human interruptions during HCI”, 11th International Conference on Human-Computer Interaction, Las Vegas, Nevada, July 22-27, 2005

S. G. Hart, L. E. Staveland, “Development of NASA-TLX (Task Load Index): Results of empirical and theoretical research”, Advances in Psychology, Vol. 52, pp. 139-183, 1988

R. C. O. Reilly, Y. Munakata, Computational explorations in cognitive neuroscience: Understanding the mind by simulating the brain, MIT Press, 2000 DOI: https://doi.org/10.7551/mitpress/2014.001.0001

B. C. Lee, V. G. Duffy, “The effects of task interruption on human performance: A study of the systematic classification of human behavior and interruption frequency”, Human Factors and Ergonomics in Manufacturing & Service Industries, Vol. 25, No. 2, pp. 137-152, 2015 DOI: https://doi.org/10.1002/hfm.20603

F. Tetard, On fragmentation of working time: A study of causes and effects of work interruptions, Abo Akademi University, 1999

I. Androulidakis, G. Kandus, “Mobile phone brand categorization vs. users’ security practices”, Engineering, Technology & Applied Science Research, Vol. 1, No. 2, pp. 30-35, 2011 DOI: https://doi.org/10.48084/etasr.19

C. Speier, I. Vessey, J. S. Valacich, “The effects of interruptions, task complexity, and information presentation on computer-supported decision-making performance”, Decision Sciences, Vol. 34, No. 4, pp. 771-797, 2003 DOI: https://doi.org/10.1111/j.1540-5414.2003.02292.x

J. B. Spira, J. B. Feintuch, The cost of not paying attention: How interruptions impact knowledge worker productivity, Basex, 2005

B. P. Bailey, J. A. Konstan, “On the need for attention-aware systems: Measuring effects of interruption on task performance, error rate, and affective state”, Computers in Human Behavior, Vol. 22, No. 4, pp. 685-708, 2006 DOI: https://doi.org/10.1016/j.chb.2005.12.009

S. G. Hart, “Development of a multi-dimensional workload rating scale: Results of empirical and theoretical research”, Human Mental Workload, Vol. 1, pp. 39-183, 1988 DOI: https://doi.org/10.1016/S0166-4115(08)62386-9

F. Jambon, “Formal modelling of task interruptions”, Conference Companion on Human Factors in Computing Systems, Vancouver, Canada, April 13-18, 1996 DOI: https://doi.org/10.1145/257089.257128

E. Russell, L. M. Purvis, A. Banks, “Describing the strategies used for dealing with email interruptions according to different situational parameters”, Computers in Human Behavior, Vol. 23, No. 4, pp. 1820-1837, 2007 DOI: https://doi.org/10.1016/j.chb.2005.11.002

T. Jackson, R. Dawson, D. Wilson, “Reducing the effect of email interruptions on employees”, International Journal of Information Management, Vol. 23, No. 1, pp. 55-65, 2003 DOI: https://doi.org/10.1016/S0268-4012(02)00068-3

E. R. Sykes, “Interruptions in the workplace: A case study to reduce their effects”, International Journal of Information Management, Vol. 31, No. 4, pp. 385-394, 2011 DOI: https://doi.org/10.1016/j.ijinfomgt.2010.10.010

C. K. Foroughi, N. E. Werner, E. T. Nelson, D.A. B. Davis, “Do interruptions affect the quality of work?”, 57th Annual Meeting of the Human Factors and Ergonomics Society, San Diego, California, September 30-October 4, 2013 DOI: https://doi.org/10.1177/1541931213571035

E. S. D. Guzman, M. Sharmin, B. P. Bailey, “Should i call now? Understanding what context is considered when deciding whether to initiate remote communication via mobile devices”, Graphics Interface Conference, Montreal, Canada, May 28-30, 2007 DOI: https://doi.org/10.1145/1268517.1268542

S. Grandhi, Q. Jones, “Technology-mediated interruption management”, International Journal of Human-Computer Studies, Vol. 68, No. 5, pp. 288-306, 2010 DOI: https://doi.org/10.1016/j.ijhcs.2009.12.005

R. V. Solingen, E. Berghout, F. V. Latum, “Interrupts: Just a minute never is”, IEEE Software, Vol. 15, No. 5, pp. 97-103, 1998 DOI: https://doi.org/10.1109/52.714843

A. Furnham, A. Bradley, “Music while you work: The differential distraction of background music on the cognitive test performance of introverts and extraverts”, Applied Cognitive Psychology, Vol. 11, No. 5, pp. 445-455, 1997 DOI: https://doi.org/10.1002/(SICI)1099-0720(199710)11:5<445::AID-ACP472>3.0.CO;2-R

M. Q. Patton, Qualitative evaluation and research methods, SAGE, 1990

D. D. Salvucci, P. Bogunovich, “Multitasking and monotasking: The effects of mental workload on deferred task interruptions”, Conference on Human Factors in Computing Systems, Georgia, USA, April 10–15, 2010 DOI: https://doi.org/10.1145/1753326.1753340

E. Dawe, E. G. Toms, “The effect of interruptions on knowledge work”, 7th World Congress on the Management of eBusiness, Halifax, Canada, July, 2006

C. Speier, J. S. Valacich, I. Vessey, “The influence of task interruption on individual decision making: An information overload perspective”, Decision Sciences, Vol. 30, No. 2, pp. 337-360, 1999 DOI: https://doi.org/10.1111/j.1540-5915.1999.tb01613.x

S. O. Minassian, M. J. Muller, D. Gruen, “Diverse strategies for interruption management in complex office activities”, Poster submitted to CSCW, 2004, Chicago, USA, November, 2004

I. Katidioti, J. P. Borst, D. J. B. D. Haan, T. Pepping, M. K. V. Vugt, N. A. Taatgen, “Interrupted by your pupil: An interruption management system based on pupil dilation”, International Journal of Human–Computer Interaction, Vol. 32, No. 10, pp. 791-801, 2016 DOI: https://doi.org/10.1080/10447318.2016.1198525

L. Cure, A. Elliott, S. Nicks, “Identifying appropriate interruption-handling strategies during healthcare care processes”, IISE Transactions on Healthcare Systems Engineering, Vol. 7, No. 4, pp. 261-270, 2017 DOI: https://doi.org/10.1080/24725579.2017.1380087

H. Eyrolle, J. M. Cellier, “The effects of interruptions in work activity: Field and laboratory results”, Applied Ergonomics, Vol. 31, No. 5, pp. 537-543, 2000 DOI: https://doi.org/10.1016/S0003-6870(00)00019-3

D. C. McFarlane, “Comparison of four primary methods for coordinating the interruption of people in human-computer interaction”, Human-Computer Interaction, Vol. 17, No. 1, pp. 63-139, 2002 DOI: https://doi.org/10.1207/S15327051HCI1701_2

S. Zulkernain, P. Madiraju, S. I. Ahamed, “A context aware interruption management system for mobile devices”, Mobile Wireless Middleware, Operating Systems, and Applications, pp. 221-234, 2010 DOI: https://doi.org/10.1007/978-3-642-17758-3_16

D. C. McFarlane, K. A. Latorella, “The scope and importance of human interruption in human-computer interaction design”, Human-Computer Interaction, Vol. 17, No. 1, pp. 1-61, 2002 DOI: https://doi.org/10.1207/S15327051HCI1701_1

A. F. Cameron, J. Webster, “Unintended consequences of emerging communication technologies: Instant messaging in the workplace”, Computers in Human Behavior, Vol. 21, No. 1, pp. 85-103, 2005 DOI: https://doi.org/10.1016/j.chb.2003.12.001

R. D. O'Donnell, F. T. Eggemeier, “Workload assessment methodology”, Handbook of Perception and Human Performance, Vol. 2, pp. 1-49, 1986

J. S. Zide, M. J. Mills, C. S. Denning, C. Sweetapple, “Work interruptions resiliency: Toward an improved understanding of employee efficiency”, Journal of Organizational Effectiveness: People and Performance, Vol. 4, No. 1, pp. 39-58, 2017 DOI: https://doi.org/10.1108/JOEPP-04-2016-0031

D. P. Brumby, C. P. Janssen, G. Mark, “How do interruptions affect productivity?”, Rethinking Productivity in Software Engineering, pp. 85-107, 2019 DOI: https://doi.org/10.1007/978-1-4842-4221-6_9

K. Kushlev, E. W. Dunn, “Checking email less frequently reduces stress”, Computers in Human Behavior, Vol. 43, pp. 220-228, 2015 DOI: https://doi.org/10.1016/j.chb.2014.11.005

K. Kushlev, J. Proulx, E. W. Dunn, ““Silence your phones”: Smartphone notifications increase inattention and hyperactivity symptoms”, CHI Conference on Human Factors in Computing Systems, San Jose, USA, May 7-12, 2016 DOI: https://doi.org/10.1145/2858036.2858359

G. J. Mark, S. Voida, A. V. Cardello, ““A pace not dictated by electrons”: An empirical study of work without e-mail”, Conference on Human Factors in Computing Systems, Texas, USA, May 5–10, 2012 DOI: https://doi.org/10.1145/2207676.2207754

B. P. Bailey, J. A. Konstan, J. V. Carlis, The effects of interruptions on task performance, annoyance, and anxiety in the user interface, University of Minnesota, 2001

M. Czerwinski, E. Horvitz, S. Wilhite, “A diary study of task switching and interruptions”, Conference on Human Factors in Computing Systems, Vienna, Austria, April 24-29, 2004 DOI: https://doi.org/10.1145/985692.985715

J. M. Hudson, J. Christensen, W. A. Kellogg, T. Erickson, ““I’d be overwhelmed, but it’s just one more thing to do”: Availability and interruption in research management”, Conference on Human Factors in Computing Systems, Minneapolis, USA, April 20-25, 2002 DOI: https://doi.org/10.1145/503376.503394

J. Jin, L. A. Dabbish, “Self-interruption on the computer: A typology of discretionary task interleaving”, Conference on Human Factors in Computing Systems, Boston, USA, April, 2009 DOI: https://doi.org/10.1145/1518701.1518979

Downloads

How to Cite

[1]
Alkahtani, M., Abidi, M.H., Ahmad, A., Darmoul, S., Samman, S. and Ghaleb, M. 2020. Human Interruption Management in Workplace Environments: An Overview. Engineering, Technology & Applied Science Research. 10, 2 (Apr. 2020), 5452–5458. DOI:https://doi.org/10.48084/etasr.3404.

Metrics

Abstract Views: 1013
PDF Downloads: 612

Metrics Information

Most read articles by the same author(s)