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2004
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(2004): Unspoken rules of spoken interaction. In: Communications of the ACM 47 (4), S. 38-44. DOI: 10.1145/975817.975842
Abstract: Will users willingly engage in a social chat with an animated real estate agent or tell their troubles to a virtual coach? Evidence to date indicates the answer is, for the most part, yes. In the commercial arena, people have shown willingness to engage artifacts such as Tamagotchis, Furbies, and robotic baby dolls in ever more sophisticated and encompassing social interactions. Experience in the laboratory also indicates users will not only readily engage in a wide range of social behavior appropriate to the task context, but that the computer's behavior will have the same effect on them as if they had been interacting with another person [3–5]. This trend seems to indicate a human readiness, or even need, to engage computational artifacts in deeper and more substantive social interactions. Unfortunately, there is no cookbook defining all of the rules for human face-to-face interaction that human-computer interface practitioners can simply implement. However, many of the most fundamental rules have been codified in work by linguists, sociolinguists, and social psychologists (for example, [2]), and exploration that makes explicit use of these rules in work with ECAs and robotic interfaces has begun. By at least being cognizant of these rules, and at most by giving them explicit representation in system design, developers can build systems that are not only more natural, intuitive, and flexible to use, but result in better outcomes for many different kinds of tasks.
Keywords: Computer Science, Etikette, Etiquette, Human readiness/need to interact with machines, Human-Computer Etiquette, Interaktion, Mensch oder Maschine, Mensch-Technik-Relationen (MTR), Mensch-Technische Systeme, Realtechnik, Sozial Intelligente Agenten, Soziale Angemessenheit, Soziale Robotik, Soziosensitive Systeme, special issue, Technik
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