USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
OVERVIEW Instant Messaging New WhatsApp feature introduced October 2017 Delete messages for everyone How do other messengers do this? What do Do users users delete expect? messages? Do users know what happens? USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 2 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
OVERVIEW Active Delete Delete Delete Chat Ephemeral Messenger Users Message Message Residuals Messages (Millions) Local Global • o o • o Facebook Messenger 1300 o o - • o Google Hangouts 19 • o o • o GroupMe 9 • o o • o Line 214 • • o • • Signal 0.5 • • • • o Skype 300 • • o • • Snapchat 255 • • o • • Telegram 100 • o o • o Threema 3.5 • • • • o Viber 260 • • • • o WeChat 963 • • • • o WhatsApp 1300 USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 3 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
OVERVIEW Dialogue to select Users Del. Del. Eph local or global Messenger Global Hint Chat (M) Local Msg Local only • o o • o Facebook Messenger 1300 o o - • o Google Hangouts 19 • o o • o GroupMe 9 Global only • o o • o Line 214 • • o • • Signal 0.5 Delete and Recall • • • • o Skype 300 separate functions • • o • • Snapchat 255 • • o • • Telegram 100 Conversations only • o o • o Threema 3.5 Confirmation of • • • • o Viber 260 local deletion • • • • o WeChat 963 • • • • o WhatsApp 1300 USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 4 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
RESEARCH QUESTIONS 1. What are users’ expectations towards the functionality of deletion mechanisms? 2. Do specific implementations of this functionality match users’ perceptions, i.e., do users correctly estimate the consequences of a particular deletion action? USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 5 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
AGENDA Introduction Methodology Results Conclusion USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 6 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
WHAT WE DID Entrance area of dining hall Send and delete a message Experiment 125 participants Receiver‘s device under our control Questionnaire Mobile Device Usage Message Deletion Practice Demographics Presenting receiver‘s device Revealing Final questions on expectation matching USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 7 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
WHAT WE DID Test Conditions Facebook Skype WhatsApp Messenger Dialogue to select Only local deletion Only global deletion local or global deletion USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 8 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
AGENDA Introduction Methodology Results Conclusion USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 9 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
HOW OFTEN DO USERS DELETE? How often do you delete instant messages? 40% of participants delete messages regularly USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 10 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
WHY DO USERS DELETE? What are your reasons for deleting messages? “only because of misspelling” “just because they consume some memory” “message to the wrong person” “grammatical failures or I regret (42 answers) what I was going to say” USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 11 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
DELETION LIMITATIONS How should the deletion function be limited? Do you think the deletion function Unread 12 should be limited? Time-Limited 11 No Deletion 5 Latest Message 4 Consent 2 Notification 1 0 2 4 6 8 10 12 14 USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 12 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
DID USERS EXPECT WHAT HAPPENED? Does this result match your expectations? Why does this result match your expectations? Why not? Facebook WhatsApp Skype Messenger 31 (79%) 8 (21%) 20 (49%) 21 (51%) 32 (71%) 13 (29%) [YES] “Because the app did [YES] “Because I selected not ask me in which device [YES] “Because I deleted the delete for everyone and that did I want the message to message.” is what happened.” be deleted.” [NO] “I expected the [NO] “Because the [NO] “I thought [the message to be deleted only message should have message] would not be from the sending device.” been deleted from the deleted at the recipient.” receiving device.” USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 13 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
REASONS FOR MISMATCHING Why does this result match your expectations? Why not? Facebook WhatsApp Skype Messenger 2 particiants were 10 particiants did not 8 participants surprised that the expect that the message were surprised that the message was actually was still available message was deleted deleted 5 answers refer to the 1 participant expected 3 answers refer to the message deletion hint a message deletion hint message deletion hint USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 14 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
LIMITATIONS Biased sample Younger people Frequent smartphone users Study environment Limited feedback in questionnaire USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 15 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
AGENDA Introduction Methodology Results Conclusion USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 16 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
CONCLUSIONS & OUTLOOK Implementations of message deletion differ widely 40% of participants delete messages for a variety of reasons Conflict of interest: control vs. consistency Is there influence of functionality terminology? Interface design: can selection dialogues improve user experience? Clarifying functionality Additional burden to the user USER PERCEPTION OF DELETING INSTANT MESSAGES EuroUSEC’18, London, UK, 23 April 2018 17 Theodor Schnitzler, Christine Utz, Florian M. Farke, Christina Pöpper, Markus Dürmuth
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