Clippit Post Mortem Panel Tim Bickmore John Davis

Clippit Post Mortem Panel Tim Bickmore John Davis Lewis Johnson Brian Whitworth

Format n n Overview & Objectives Motivation behind & Genesis of Clippit Panelist presentations Audience Q&A

Panelist Questions n n What is the best thing about Clippit from an etiquette perspective? What is the single worst thing about Clippit from an etiquette perspective? n n What could have been done to detect and fix the problem? Is there a role for character-based interfaces in desktop applications? n n n What etiquette model(s) would you use? What design methodology would you use? How would you evaluate your design?

What could have been done differently? A Look at Interruptions Tim Bickmore MIT Media Lab

Turn-taking in f 2 f conversation n n Duncan, S. On the structure of speaker-auditor interaction during speaking turns. Language in Society 3, 1974, 161 -180. Goodwin, C. Achieving Mutual Orientation at Turn Beginning. Conversational Organization: Interaction between Speakers and Hearers. Academic Press, New York , 1981, 55 -89. Sacks, H. , Schegloff, E. A. , and Jefferson, G. A Simplest Systematics for the Organization of Turn. Taking for Conversation. Language 50, 1974, 696735. Torres, O. , et al Modeling Gaze Behavior as a Function of Discourse Structure, in Proceedings of First International Workshop on Human-Computer

Turn-taking in f 2 f conversation Function Behavior Speaker Give-Turn Paralinguistic drawl on final syllable of clause Termination of hand gesture Discourse markers (‘but uh’, ‘you know’) Completion of clause Auditor Take-Turn Gaze away Start of hand gesture Speaker Keep-Turn Gaze away Speaker Request Feedback Gaze towards & End clause Pause or Restart

Interruption in f 2 f conversation n n Bargiela-Chiappini, F. and Harris, S. J. Interruptive strategies in British and Italian management meetings. Text 16, 3, 1996, 269 -297. Brown, P. and Levinson, S. C. Politeness: Some universals in language usage. Cambridge University Press, Cambridge, 1987. Tannen, D. Conversational Style: Analyzing talk among friends. Ablex, Norwood, New Jersey, 1984. Ulijn, J. M. and Li, X. Is interrupting impolite? Some temporal aspects of turn-taking in Chinese-Western and other intercultural business encounters. Text 15, 4, 1995, 589 -627.

Interruption in f 2 f conversation n “Any deviation from a smooth speaker switch” n n Unmarked – gives impression of a normal turn switch. n n e. g. during hesitation in 2 nd half of utterance Marked – Depicted as unexpected by the speaker n n Ulijn & Li e. g. during planning hesitation, or while speaking Marked interruptions are more frequent n Study of Chinese, Finnish, Dutch – Ulijn & Li

Interruption as Face Threat n True interruption (violation of norms) is a face threat. n n n Threat to positive face (desire for inclusion) Threat to negative face (desire for autonomy) Depending on nature of relationship, some amount of mitigation is called for n n Positive politeness: I’m really enjoying your story, but. . Negative politeness: I’m very sorry, but…

Interruption in f 2 f conversation n Significant cultural variation in “involvement” style n n Significant variation based on relationship n n Turn overlap / Inter-turn delay Power & Distance Significant variation based on personality

Interruption in f 2 f conversation n Interruptions are not always bad n n In a study of British and Italian management meetings, the majority of interruptions were facilitative (supporting, reinforcing, etc. ). [Bargiela-Chiappini & Harris] Power n n Conflicting findings on relationship with frequency of interruptions. One study: high power interrupt and are interrupted more (and have more floor time); low power individuals rarely interrupt and are rarely interrupted. [ibid]

Back to Clippit n Two levels of interrupt: n n Shortcut tip – displays light bulb Important, timely information — taps at the screen and gestures. In both cases, character appears if not already displayed. Both “wanting turn” signals, may be interpreted as interruptions.

Suggestions for Clippit 2 n Only interrupt at “transition relevant points” n n n Use gaze to help determine when user is giving the turn. Be sensitive to culture, personality, “relationship”, even task context n n n When user has paused, or is otherwise in-between tasks. e. g. , a user on deadline probably doesn’t want tips Be clear about how the relationship works Express appropriate politeness