The Influence of Task Interruption on Individual Decision Making: An Information Overload Perspective

Interruptions are a common aspect of the work environment of most organizations. Yet little is known about how interruptions and their characteristics, such as frequency of occurrence, influence decision-making performance of individuals. Consequently, this paper reports the results of two experiments investigating the influence of interruptions on individual decision making. Interruptions were found to improve decision-making performance on simple tasks and to lower performance on complex tasks. For complex tasks, the frequency of interruptions and the dissimilarity of content between the primary and interruption tasks was found to exacerbate this effect. The implications of these results for future research and practice are discussed.     

Interruption and Forgetting in Knowledge‐Intensive Service Environments

An increasing barrier to productivity in knowledge‐intensive work environments is interruptions. Interruptions stop the current job and can induce forgetting in the worker. The induced forgetting can cause re‐work; to complete the interrupted job, additional effort and time is required to return to the same level of job‐specific knowledge the worker had attained prior to the interruption. This research employs primary observational and process data gathered from a hospital radiology department as inputs into a discrete‐event simulation model to estimate the effect of interruptions, forgetting, and re‐work. To help mitigate the effects of interruption‐induced re‐work, we introduce and test the operational policy of sequestering, where some service resources are protected from interruptions. We find that sequestering can improve the overall productivity and cost performance of the system under certain circumstances. We conclude that research examining knowledge‐intensive operations should explicitly consider interruptions and the forgetting rate of the system's human workers or models will overestimate the system's productivity and underestimate its costs.     

User cognitive types for decision support systems

This paper describes and presents the results of an experiment that was used to investigate the relationships between cognitive types, information presentation and their effect on decision making performance within the context of an MIS/DSS. The experimental task required subjects to specify production levels for future periods given information on prior results. Ninety-six subjects performed the experiment, with 24 in each of the four Jungian cognitive type groups. All subjects received the same information for making decisions but different information presentation modes. The information presentation modes included raw and statistically summarized data and graphical and tabular layouts. The subjects were provided their results after each of their ten decision ‘runs’ via hard copy output. Decisions were entered at CRT terminals by the subjects. Experimental results demonstrated significant differences in performance by cognitive types. Decision performance rankings were partially supported by the results. Hypothesized pairings of cognitive types and information presentation modes were also partially supported. Implications of the results for MIS/DSS design are explored.     

The Emergence of Hypertext and Problem Solving: An Experimental Investigation of Accessing and Using Information from Linear versus Nonlinear Systems*

Past research suggests that problem solving and/or decision behavior can be altered and improved by the changes in the way information is accessed and displayed. Also, researchers have found that the usefulness of different information display formats are contingent on the characteristics of the problem task. This research investigated the impact on problem solving when accessing and using information from linear and nonlinear systems. Also, the research investigated problem-solving performance of linear and nonlinear systems when applied to different combinations of problem tasks. In a laboratory setting, linear and nonlinear systems were developed to conduct this experiment. This experiment used 64 graduate business students in a two-factor repeated-measures design employing a multivariate analysis of variance to analyze the data. Repeated measures were conducted to analyze the experimental group under both linear and nonlinear treatments. The findings from the study support the notion that the nonlinear system resulted in superior problem solving and higher levels of user satisfaction than the linear system. Specifically, the nonlinear system enabled users to make faster and more accurate decisions on perceptual problem tasks than did the linear system. For analytical problem tasks, users performed faster with the nonlinear system; however, there was no significant difference in accuracy. User satisfaction was higher with the nonlinear system under both perceptual and analytical tasks.     

Interruptions to workflow: Their relationship with irritation and satisfaction with performance,and the mediating roles of time pressure and mental demands

Understanding the mechanisms of workflow interruptions is crucial for reducing employee strain and maintaining performance. This study investigates how interruptions affect perceptions of performance and irritation by employing a within-person approach. Such interruptions refer to intruding secondary tasks, such as requests for assistance, which occur within the primary task. Based on empirical evidence and action theory, it is proposed that the occurrence of interruptions is negatively related to satisfaction with one's own performance and positively related to forgetting of intentions and the experience of irritation. Mental demands and time pressure are proposed as mediators. Data were gathered from 133 nurses in German hospitals by means of a five-day diary study (four measurements taken daily; three during a morning work shift and one after work, in the evening). Multilevel analyses showed that workflow interruptions had detrimental effects on satisfaction with one's own performance, the forgetting of intentions, and irritation. The mediation effects of mental demands and time pressure were supported for irritation and (partially) supported for satisfaction with performance. They were not supported for the forgetting of intentions. These findings demonstrate the importance of reducing the time and mental demands associated with interruptions.     

The Measurement of Subjective Probability: Evaluating the Sensitivity and Accuracy of Various Scales

The RISK of an event generally relates to its expected severity and the perceived probability of its occurrence. In RISK research, however, there is no standard measure for subjective probability estimates. In this study, we compared five commonly used measurement formats—two rating scales, a visual analog scale, and two numeric measures—in terms of their ability to assess subjective probability judgments when objective probabilities are available. We varied the probabilities (low vs. moderate) and severity (low vs. high) of the events to be judged as well as the presentation mode of objective probabilities (sequential presentation of singular events vs. graphical presentation of aggregated information). We employed two complementary goodness‐of‐fit criteria: the correlation between objective and subjective probabilities (sensitivity), and the root mean square deviations of subjective probabilities from objective values (accuracy). The numeric formats generally outperformed all other measures. The severity of events had no effect on the performance. Generally, a rise in probability led to decreases in performance. This effect, however, depended on how the objective probabilities were encoded: pictographs ensured perfect information, which improved goodness of fit for all formats and diminished this negative effect on the performance. Differences in performance between scales are thus caused only in part by characteristics of the scales themselves—they also depend on the process of encoding. Consequently, researchers should take the source of probability information into account before selecting a measure.     

Presenting Geographic Information: Effects of Data Aggregation,Dispersion, and Users' Spatial Orientation

Geographic information systems (GIS) have taken on an increasingly important role supporting decision making in many organizations. GIS have been used to support a breadth of tasks including oil and mineral exploration, facility location, logistics support, and facilities management decisions. The effectiveness of GIS as a decision support tool comes primarily from the visual display of data in the form of maps. When presenting information as a geographic map, the level of data aggregation potentially affects aspects of task complexity such as information load and the potential for pattern recognition by the user. Other task attributes expected to be related to data aggregation effects include problem size, the degree of data dispersion, and users' spatial orientation skills. We conducted an experiment to study these effects and their interactions. Subjects used a GIS including map-based information characterized by different levels of problem size, data dispersion, and data aggregation. Spatial orientation skill was examined as a covariate in the experimental treatments. The results indicate that all of these geographic information characteristics have significant impacts on decision performance. Moreover, many interactions are present among the factors. We evaluate these interactions in order to derive implications for practice and for future research.     

Exploring Framing Effects in Inventory Control Decisions: Violations of Procedure Invariance

Recent research on decision framing has shown that (i) there are multiple types of framing effects and (ii) the context of the decision can influence framing effects. This research examines decision framing effects in inventory control contexts by questioning the assumption of procedure invariance, that preference should not be impacted by how options are presented to a supply chain manager making an inventory control decision. Study 1 uses three single‐shot decision experiments to establish that all three types of framing effects identified by Levin et al. ( 1998 ) apply in basic inventory control contexts. Results were consistent with theory in all three cases. Given this evidence that framing effects have potential to impact inventory control decisions, two laboratory experiments in Study 2 utilize multi‐period decision tasks to demonstrate that framing effects can impact performance in a dynamic inventory decision setting similar to practice. One of the experiments in Study 2 was conducted with student subjects, while the other with inventory managers from a large retail firm. Results from both experiments provide evidence that even when initial framing effects on order quantities fade, there can be longer term effects on inventory levels and performance. Furthermore, these effects are robust to education and professional experience. The findings suggest that although a manager might select appropriate inventory control metrics, prudence must be exercised in the presentation of these metrics, and that mere presentation can be used to alleviate known human biases in inventory control decisions.     

Customer Learning Processes,Strategy Selection,and Performance in Business‐to‐Business Service Firms*

Learning about customers takes place through relevant dialogues with those customers, also known as customer relationship management (CRM). As relationships develop, information about the customer is gathered in the firm's customer information systems (CIS): the content, processes, and assets associated with gathering and moving customer information throughout the firm. This research develops a measure of CIS management capabilities based on learning organization theory and measured by the ability to get, store, move, and use information throughout the business unit. This measure is then used to analyze customer learning processes and associated performance in the context of marketing strategic decision making. This study of 209 business services firms finds that generic marketing strategy positioning (low‐cost and differentiation) and the marketing tactics of personalization and customization are related to CIS development. Customer information systems development in turn is associated with higher levels of customer‐based performance, which in turn is associated with increased business growth. Since the strongest association with customer‐based performance is strategy selection, the long‐term benefits of the knowledge gained from the CIS may be in the ability to assist in measuring customer‐based performance, rather than in the ability to immediately contribute to performance. Finally, for these firms, customization and personalization are not directly associated with performance and thus may not be necessary to support every firm's marketing strategy.     

Toward an Understanding of the Influence of Cultural Background and Domain Experience on the Effects of Risk‐Pricing Formats on Risk Perception

Risk‐information framing can be a powerful tool for aiding the communication of risk and improving decision making. However, little work has investigated the extent that these framing effects depend on the characteristics of the perceiver. In our study, we examine whether the effects of different risk‐pricing formats on risky choices are the same for all individuals, no matter their domain experience or cultural background, or whether there are interactions between these factors. Survey 1 revealed that three risk‐pricing formats of the same choice problem resulted in the same individuals making different risky choices (preference reversal), suggesting that risk perception was distorted by the risk‐pricing format manipulation. In Survey 2, the effects of the risk‐pricing formats were shown to differ by the participants’ cultural background (Asian vs. European) and the extent of their domain experience. The fact that there were no differences between the cultural or domain experience groups in their overall tendency to select riskier (cf. safer) choices indicates that risk behavior differences between groups are often closely linked to perceptual, rather than simply attitudinal, cognitive processes. The results demonstrate the complex, interactive cognitive processes that are used to encode risk information, involving the framing of the information and the cultural background and previous experiences of the individual. We conclude that it is important to consider the characteristics of the individual (e.g., culture, domain experience, etc.) when manipulating risk‐information framing with the aim of improving risk communication.     

Cognitive Fit: A Theory-Based Analysis of the Graphs Versus Tables Literature*

A considerable amount of research has been conducted over a long period of time into the effects of graphical and tabular representations on decision-making performance. To date, however, the literature appears to have arrived at few conclusions with regard to the performance of the two representations. This paper addresses these issues by presenting a theory, based on information processing theory, to explain under what circumstances one representation outperforms the other. The fundamental aspects of the theory are: (1) although graphical and tabular representations may contain the same information, they present that information in fundamentally different ways; graphical representations emphasize spatial information, while tables emphasize symbolic information; (2) tasks can be divided into two types, spatial and symbolic, based on the type of information that facilitates their solution; (3) performance on a task will be enhanced when there is a cognitive fit (match) between the information emphasized in the representation type and that required by the task type; that is, when graphs support spatial tasks and when tables support symbolic tasks; (4) the processes or strategies problem solvers use are the crucial elements of cognitive fit since they provide the link between representation and task; the processes identified here are perceptual and analytical; (5) so long as there is a complete fit of representation, processes, and task type, each representation will lead to both quicker and more accurate problem solving. The theory is validated by its success in explaining the results of published studies that examine the performance of graphical and tabular representations in decision making.     

Evaluating Risk Communication: Examining Target Audience Perceptions About Four Presentation Formats for Fish Consumption Health Advisory Information

Information format can influence the extent to which target audiences understand and respond to risk-related information. This study examined four elements of risk information presentation format. Using printed materials, we examined target audience perceptions about: (a) reading level; (b) use of diagrams vs. text; (c) commanding versus cajoling tone; and (d) use of qualitative vs. quantitative information presented in a risk ladder. We used the risk communication topic of human health concerns related to eating noncommercial Great Lakes fish affected by chemical contaminants. Results from the comparisons of specific communication formats indicated that multiple formats are required to meet the needs of a significant percent of anglers for three of the four format types examined. Advisory text should be reviewed to ensure the reading level is geared to abilities of the target audience. For many audiences, a combination of qualitative and quantitative information, and a combination of diagrams and text may be most effective. For most audiences, a cajoling rather than commanding tone better provides them with the information they need to make a decision about fish consumption. Segmenting audiences regarding information needs and communication formats may help clarify which approaches to take with each audience.     

The Impact of Variability and Patient Information on Health Care System Performance

In the delivery of health care services, variability in the patient arrival and service processes can cause excessive patient waiting times and poor utilization of facility resources. Based on data collected at a large primary care facility, this paper investigates how several sources of variability affect facility performance. These sources include ancillary tasks performed by the physician, patient punctuality, unscheduled visits to the facility's laboratory or X‐ray services, momentary interruptions of a patient's examination, and examination time variation by patient class. Our results indicate that unscheduled visits to the facility's laboratory or X‐ray services have the largest impact on a physician's idle time. The average patient wait is most affected by how the physician prioritizes completing ancillary tasks, such as telephone calls, relative to examining patients. We also investigate the improvement in system performance offered by using increasing levels of patient information when creating the appointment schedule. We find that the use of policies that sequence patients based on their classification improves system performance by up to 25.5%.     

Probability Information in Risk Communication: A Review of the Research Literature

Communicating probability information about risks to the public is more difficult than might be expected. Many studies have examined this subject, so that their resulting recommendations are scattered over various publications, diverse research fields, and are about different presentation formats. An integration of empirical findings in one review would be useful therefore to describe the evidence base for communication about probability information and to present the recommendations that can be made so far. We categorized the studies in the following presentation formats: frequencies, percentages, base rates and proportions, absolute and relative risk reduction, cumulative probabilities, verbal probability information, numerical versus verbal probability information, graphs, and risk ladders. We suggest several recommendations for these formats. Based on the results of our review, we show that the effects of presentation format depend not only on the type of format, but also on the context in which the format is used. We therefore argue that the presentation format has the strongest effect when the receiver processes probability information heuristically instead of systematically. We conclude that future research and risk communication practitioners should not only concentrate on the presentation format of the probability information but also on the situation in which this message is presented, as this may predict how people process the information and how this may influence their interpretation of the risk.     

Conceptualizing Structurable Tasks in the Development of Knowledge-Based Systems*

Conventional approaches to knowledge-based system (KBS) development are not appropriate for building KBSs when the application task is structurable (i.e., exhibits a certain degree of ill structure). Building a KBS for structurable tasks requires an understanding of the problem-solving strategies used by an expert to manage the ill structure, while at the same time relying on domain theories to understand the structured parts of the task. This paper presents a methodology for developing a knowledge model for structurable tasks during the conceptualization stage of KBS development. This is equivalent to building a logical model for design during the development of conventional information systems. The methodology relies on prior research on the decomposition and characterization of a task based on its various attributes. The paper also illustrates the use of the methodology in the case of KBS development for financial hedging. The paper concludes with some observations about the potential impact of this methodology on other stages in the KBS development process.     

The Impact of E‐Replenishment Strategy on Make‐to‐Order Supply Chain Performance

This research investigates the impact of electronic replenishment strategy on the operational activities and performance of a two‐stage make‐to‐order supply chain. We develop simulation‐based rolling schedule procedures that link the replenishment processes of the channel members and apply them in an experimental analysis to study manual, semi‐automated, and fully automated e‐replenishment strategies in decentralized and coordinated decision‐making supply chain structures. The average operational cost reductions for moving from a manual‐based system to a fully automated system are 19.6, 29.5, and 12.5%, respectively, for traditional decentralized, decentralized with information sharing, and coordinated supply chain structures. The savings are neither equally distributed among participants, nor consistent across supply chain structures. As expected, for the fully coordinated system, total costs monotonically decrease with higher levels of automation. However, for the two decentralized structures, under which most firms operate today, counter‐intuitive findings reveal that the unilateral application of e‐procurement technology by the buyer may lower his purchasing costs, but increase the seller's and system's costs. The exact nature of the relationship is determined by the channel's operational flexibility. Broader results indicate that while the potential economic benefit of e‐replenishment in a decentralized system is substantial, greater operational improvements maybe possible through supply chain coordination.     

Timing the Use of Breast Cancer Risk Information in Biopsy Decision‐Making

Available clinical evidence is inconclusive on whether radiologists should use the patient risk profile information when interpreting mammograms. On the one hand, risk profile information is informative and can improve radiologists’ performance, but on the other hand, it may impair their judgment by introducing biases in mammography interpretation. Therefore, it is important to assess whether and when profile information use translates into improved outcomes. We model the use of profile information in mammography, using a decision theoretic approach and explore the value of profile information using three process design choices: mammography only, unbiased, and biased reading. We estimate the parameters of our model using clinical data and find that using profile information along with the mammography information can achieve a better performance than not using the profile information. However, the better performance is contingent on the weight assigned to the profile information as well as the extent of bias due to profile information. Translating our findings into clinical practice would require properly designed experiments aiming to quantify the effect of the timing and the use of profile information on performance while accounting for radiologist and patient characteristics. When conducting an experiment is not feasible, a uniform operational sequence for interpreting mammograms and related guidelines may be a useful starting point to improve the quality of mammography operations.     

An Examination of Two Screen/Report Design Variables in an Information Recall Context*

Screen/report design for output organization is still very much a common sense-driven activity. This paper identifies a preliminary set of factors beyond display format for examination as screen/report design variables. A laboratory experiment was conducted to assess the influence of one of these factors, spatial layout of information, along with display format in an information recall context. Individual imagery orientation (verbalizer/visualizer) was used as a moderating variable in the experimental design. The findings indicate that spatial layout of information significantly influenced performance when the recall task involved pattern detection. In fact, a central location of data in a document was the most conducive to pattern recall performance. Further, terminal items facilitated pattern recall better than early input items. With respect to display format, the results support previous findings that a tabular display enhances performance for point-value recall tasks while graphs exhibit an edge over tables for pattern types of recall tasks. Overall, the verbalizers demonstrated a complete supremacy in performance. Interaction between individual imagery orientation and display format indicates that, while the verbalizers and the mixed type were immune to display format variations, the graphical stimulus enhanced the pattern recall performance of the visualizers.     

Media Effects on Group Collaboration: An Empirical Examination in an Ethical Decision‐Making Context

Even though it is widely acknowledged that collaboration underlies much of the decision‐making efforts in contemporary organizations, and that organizational groups are increasingly making decisions that have ethical implications, few studies have examined group ethical decision‐making processes and outcomes. In addition, while there is increasing evidence that groups often collaborate/communicate using different mediating technologies, few studies have examined the effect of the characteristics of the media in group ethical decision‐making contexts. Finally, there is a clear paucity of studies that have investigated group decision making pertaining to information technology (IT)‐related ethical dilemmas, an area of rising importance for information systems (IS) and decision science researchers. This article seeks to address the gaps described above through an experimental study where groups collaborating either in a face‐to‐face context or in a computer‐mediated context (using NetMeeting or Wiki) were required to make a decision with respect to a scenario with an IT‐related ethical dilemma. Results indicate that media characteristics (e.g., anonymity, immediacy of feedback, parallelism) do not have an effect on whether groups make ethical (or unethical) decisions. However, several media characteristics were found to play a significant role on downstream variables, such as the quality of a follow‐up task (i.e., creation of a decision justification document), and overall process satisfaction of the group members.     

Using Real‐Time Decision Tools to Improve Distributed Decision‐Making Capabilities in High‐Magnitude Crisis Situations*

Multi‐organizational collaborative decision making in high‐magnitude crisis situations requires real‐time information sharing and dynamic modeling for effective response. Information technology (IT) based decision support tools can play a key role in facilitating such effective response. We explore one promising class of decision support tools based on machine learning, known as support vector machines (SVM), which have the capability to dynamically model and analyze decision processes. To examine this capability, we use a case study with a design science approach to evaluate improved decision‐making effectiveness of an SVM algorithm in an agent‐based simulation experimental environment. Testing and evaluation of real‐time decision support tools in simulated environments provides an opportunity to assess their value under various dynamic conditions. Decision making in high‐magnitude crisis situations involves multiple different patterns of behavior, requiring the development, application, and evaluation of different models. Therefore, we employ a multistage linear support vector machine (MLSVM) algorithm that permits partitioning decision maker response into behavioral subsets, which can then individually model and examine their diverse patterns of response behavior. The results of our case study indicate that our MLSVM is clearly superior to both single stage SVMs and traditional approaches such as linear and quadratic discriminant analysis for understanding and predicting behavior. We conclude that machine learning algorithms show promise for quickly assessing response strategy behavior and for providing the capability to share information with decision makers in multi‐organizational collaborative environments, thus supporting more effective decision making in such contexts.