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This shows you the differences between two versions of the page.

--- cognitive_load [2018/06/14 01:18]
miket_forty7ronin.com
+++ cognitive_load [2019/08/07 16:12] (current)
lisa.illgen_concentrix.com
@@ Line 1: / Line 1: @@
 ==== Cognitive Load ====
 **// Don’t overload short-term memory //**\\
-If you've had any exposure to IVR design, you've probably heard references to Miller’s 1956 article on short-term memory that found that humans on average can hold seven chunks of information in working memory, plus or minus two chunks. And you've probably heard it applied to IVR menus. It doesn't apply. We're not asking people to remember all the options, just pick the right one. We go into this in great detail in the sections on [[menu design]].
+If you've had any exposure to IVR design, you've probably heard references to Miller’s [[references#miller1956|1956]] article on short-term memory that found that humans on average can hold seven chunks of information in working memory, plus or minus two chunks. And you've probably heard it applied to IVR menus. It doesn't apply. We're not asking people to remember all the options, just pick the right one. We go into this in great detail in the sections on [[menu design]].
 That said, if your application is presenting information the caller needs to remember, keep in mind the limitations of memory. An IVR interface is transitory, that is, once we've said something, it's gone. There is often no easy way for the caller to back up, so they are relying on memory.