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New phone features 'baffle users' New phone features 'baffle users'
(30 minutes later)
The complexity of modern mobile phones is leaving users frustrated and angry, research suggests.The complexity of modern mobile phones is leaving users frustrated and angry, research suggests.
Setting up a new handset is as challenging as changing bank accounts, said 61% of those interviewed.Setting up a new handset is as challenging as changing bank accounts, said 61% of those interviewed.
Compiled by consultants Mformation, the survey found 85% of users reporting they were frustrated by the difficulty of getting a new phone up and working.Compiled by consultants Mformation, the survey found 85% of users reporting they were frustrated by the difficulty of getting a new phone up and working.
Of those questioned, 95% said they would try more new services if the technology was easier to set up.Of those questioned, 95% said they would try more new services if the technology was easier to set up.
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Mformation spokesman Matthew Bancroft said users were frustrated by having to call an operator or look online for help.Mformation spokesman Matthew Bancroft said users were frustrated by having to call an operator or look online for help.
"There is an enormous range of things modern phones are capable of doing but the paradox is that many people are not using these capabilities," he said."There is an enormous range of things modern phones are capable of doing but the paradox is that many people are not using these capabilities," he said.
Of the 4,000 people questioned for the survey, 95% said they would be more likely to use new features if the initial set-up was easier.Of the 4,000 people questioned for the survey, 95% said they would be more likely to use new features if the initial set-up was easier.
Mr Bancroft said bad experiences turned people off trying to get more from their phone.Mr Bancroft said bad experiences turned people off trying to get more from their phone.
"If an application does not work once or twice, they just will not use it or try again," he said."If an application does not work once or twice, they just will not use it or try again," he said.
Some 61% of those questioned said they stopped using an application if they could not get it working straight away.Some 61% of those questioned said they stopped using an application if they could not get it working straight away.
Mr Bancroft said setting up a new phone should take only 15 minutes but many people were spending an hour or more to get the handset to do what they wanted.Mr Bancroft said setting up a new phone should take only 15 minutes but many people were spending an hour or more to get the handset to do what they wanted.
He added that most people wanted to do such tasks as browsing the web, reading e-mail, or sending picture messages, but the complexity of modern handsets was leaving them foxed.He added that most people wanted to do such tasks as browsing the web, reading e-mail, or sending picture messages, but the complexity of modern handsets was leaving them foxed.
Industry work on standards for basic handset operations could help the situation, said Mr Bancroft.Industry work on standards for basic handset operations could help the situation, said Mr Bancroft.
As phones packed in more processing power, he said, that computational ability could be used to anticipate what users were doing and help them find their way around the handset.As phones packed in more processing power, he said, that computational ability could be used to anticipate what users were doing and help them find their way around the handset.
He said operators needed to remove the frustration because new data services were likely to form a bigger part of their revenues in the future.He said operators needed to remove the frustration because new data services were likely to form a bigger part of their revenues in the future.
"People are already using handsets as much as possible to do voice calls," he said."People are already using handsets as much as possible to do voice calls," he said.