A study of users' experiences and beliefs about software update messages

Prior studies report that computer users are often confused by software update messages. This study complements prior efforts by examining the relationship between self-reported ratings of specific software types and users self-reported measure of confusion, annoyance, and message noticeability for different software types using data gathered via two surveys (N1 = 78, N2 = 172) from anonymous computer users. The survey results showed that participants are commonly hesitant to apply updates, even though they report caring a lot about computer security and privacy, a trend which applies to many different software. Annoyance and confusion with messages were common complaints from our participants. Also, the level of reported annoyance and/or confusion with a software's messages proved a predictor of participants' hesitation in applying the updates for some software we tested. Finally, we use data gathered as participants viewed real-world update messages to highlight and explain some “good” and “bad” update/warning messages as well as draw connections between the emotions annoyance, confusion, importance, and noticeability.