Affective responses to system messages in human–computer-interaction: Effects of modality and message type

Affective responses of users to system messages in human–computer interaction are a key to study user
satisfaction. However, little is known about the particular affective patterns elicited by various types of
system messages. In this experimental study we examined if and how different system messages, presented
in different modalities, influence users’ affective responses. Three types of messages, input
requests, status notifications, and error messages, were presented either as text or speech, and either
alone or in combination with icons or sounds, while users worked on several typical computer tasks.
Affective responses following system messages were assessed employing a multi-modal approach, using
subjective rating scales as well as physiological measures. Results show that affective responses vary systematically
depending on the type of message, and that spoken messages generally elicit more positive
affect than written messages. Implications on how to enhance user satisfaction by appropriate message
design are discussed.