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Repetition Improves Older and Younger Adult Memory for Automated Appointment Messages

University of New Hampshire, Durham, New Hampshire

Von O. Leirer

Decision Systems, Los Altos, California

Lisa M. Carver

University of New Hampshire, Durham, New Hampshire

Elizabeth Decker Tanke

Applied Decision Research, Belmont, California

Alison D. McNally

University of New Hampshire, Durham, New Hampshire

Automated telephone messaging systems have dramatically expanded communication about health service appointments, but few studies have directly investigated these messages. The present study investigated whether message repetition (1, 2, or 3 presentations) and listener age (mean age = 71 or 19 years) improved memory for automated appointment messages. Repetition improved older and younger adult memory for appointment information. Moreover, 2 presentations reduced age differences in accuracy of answering questions about the messages. This was not the case for free recall, suggesting that older adults differentially benefited from repetition only when provided with additional retrieval support. These findings show that older as well as younger adults benefit from at least 1 repetition of appointment messages. Actual or potential applications of this research include the use of repetition to improve comprehension of automated telephone messages.

Human Factors: The Journal of the Human Factors and Ergonomics Society, Vol. 41, No. 2, 194-204 (1999)
DOI: 10.1518/001872099779591268


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