Design of Telephone Answering Machines for Older Adults

Older adults frequently have difficulty when attempting to use various forms of technology such as computers or automatic teller machines. This study evaluated the usability of telephone answering machines for older adults. Initially, a task analysis of four commonly used answering machines was performed to identify the subtasks involved in using an answering machine. A questionnaire was then developed which assessed usage patterns and usability issues associated with answering machines. This questionnaire was administered to a sample of 68 people aged 65+ yrs. and 50 people aged 20 — 30 yrs. The data indicated that most older people own answering machines and perceive them as useful. There were, however, some age differences in aspects of usability. The older adults were more likely to have difficulty understanding messages than the younger people and to perceive the messages as distorted. Further, the older people reported that they have difficulty replaying messages and accessing messages remotely. The results also indicated that older people with hearing impairments were more likely to have problems with message distortion than those without hearing impairments. Overall, the data suggest features of answering machines which affect the usability of this technology for older age groups. Data is currently being collected regarding the ability of a sample of older people to perform a common set of tasks using two different answering machines. The results from the research are being used to develop recommendations for improving the design of telephone answering machines for people of all age groups.