Media multitasking between two conversational tasks

Communication multitasking was examined in three conditions: IM conversation with one partner, two IM conversations at the same time, and IM and phone conversation at the same time. Participants in the multitasking conditions reported higher task demand and a small loss in task performance was evident. Single-task partners assigned to a task the required discussion and deliberation preferred to interact with the multitasking participant via phone, rather than IM. But interactions via phone with one partner led to poorer assessment by a second partner who was shortchanged during the interaction. Multitasking participants who were focused on helping both partners seemed blind to these perceived differences by their single-task partners. The results suggest a strategic model of multitasking, with IM being the preferred choice for tasks that require fewer, shorter exchanges and voice being the preferred choice for tasks that required more discussion and deliberation.

► We examined media multitasking in a real-life online communication experience.
► We found erosion in task performance during multitasking.
► Multitasking participants were not aware of their erosion in task performance.
► Poor assessment of task performance was given by partners of multitaskers.