communicative resources
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Communicative Resources. How Do We Communicate?. Conversation involves more than language Gestures, facial expressions, tone of voice, … Face-to-face has widest range of information Written text removes all of this additional information Conversation as ensemble work - PowerPoint PPT PresentationTRANSCRIPT
Communicative Resources
How Do We Communicate?
• Conversation involves more than language– Face-to-face has widest
range of information– Written text removes
all of this additional information
• Conversation as ensemble work– Should not be viewed as alternating series of actions– Listeners provide feedback during expression that crucially
affects speaker
Conversational Organization• Local control
– Turn taking as collaborative action
– Ordered set of options at turnover: • Speaker selects next speaker• Self-selection• Current speaker continues
– Silences are ambiguous (gap or pause)• Know people who are frustrating to talk to because they break
these rules– They do not provide gaps– They step in when there is no opening
• Some people apply rules to interactions with machines
To speak To listen
Speaker cues
Turn maintaining
Turn yielding
Listener cues
Turn requesting
Turn denying
Sequential Organization and Coherence
• Reply should be related to preceding sentence or becomes a non-sequitur– How we judge intelligence?
• Absence of reply is also a reply due to social contract of conversation
• Rules are neither optional or obligatory
• Statements provide context for answer in unpredictable ways– “I gotta work.” or “Cream and sugar?”
• Referent can be part or whole conversation
Locating and Remedying Trouble• Conversational pattern supports this
– Gaps provide opportunities for • Requests for clarification• Statements that can indicate
misinterpretation– Lack of turn taking can signify
breakdown• Example of palpitations and feet• “A crucial part of interactional
competence is the ability to judge whether some evidence that the recipient has misunderstood warrants the work required for repair.”
Specialized Forms of Conversation
• Legal and medical questioning• Limits (but does not get rid of)
conversational options for listener
• Conversational forms can cause problems– Doctors start hypothesizing
before collecting all symptoms• Relationship to human-
computer communication
Case of the Complex Copier
Case of the Complex Copier
• Expert help system– Maps user’s goals to job specification to plans
• Goals constrained by functionality• Plans must accommodate semi-ordered
actions– Plans recognized part-way points– Changes in preconditions
• Some actions produce recognizable effects
Instructions
• Following instructions turns partial descriptions into concrete actions
• Instructions rely on recipient’s ability to anchor descriptions– Although system/we see only effect of that
• Execution can include “unpredictable” interpretations (e.g. lucky pan)
• Communicating instructions can rely on a combination of language, materials, history
• Existence of interaction more important to success than whether instructions are written or spoken
Method
• Keep (video++) record of action as well as interpretations– Dual role of lists (as intended action and as
performed action)• Two people working together– Motivate communication about interpretation
of instructions that can be captured• Model actions vs. shared understanding
The User The Machine
Actions not available
Actions available
Effects observable
Design rationale