The experience of mobile information overload: struggling between needs and constraints

Introduction. This exploratory study investigates the phenomenon of mobile information overload. We present a multi-faceted picture of smartphone users’ information tasks in relation to their experience of mobile information overload. Method. We used qualitative interviewing methods, incorporating a modified critical incident technique and elements of contextual inquiry, to collect data from nine smartphone users. Analysis. Interviews were audio recorded and transcribed, and notes from the contextual inquiry were added to the transcription. We used thematic analysis to identify significant themes in the data. Results. This study presents findings on the types, contexts and preferences of mobile information tasks reported by participants; their experiences of mobile information overload, including symptoms and causes; and their mobile information overload coping strategies. The findings indicate that: (1) mobile information tasks are closely related to the experience of mobile information overload; (2) mobile information overload is a prevalent phenomenon among smartphone users; (3) mitigating interventions for mobile information overload should aim at designing for personal boundaries and removing technological constraints. Conclusion. The findings show that significant improvement to law firms' business performance can be driven by overcoming barriers to information asset management such as lack of executive awareness, justification, business governance, leadership and management, as well as ineffective tools. This paper recommends the steps that law firms can take to overcome these barriers.