social amelioration of bridged communication delay william d. tucker university of cape town south...
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Social Amelioration of Bridged Communication Delay
William D. Tucker
University of Cape Town
South Africa
ECSCW’03 Doctoral Colloquium
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South African Research Context
Internet users 6.49 43.03
PCs 7.26 42.35
Phone/cell 37.35 139.24
Literacy 54 99
Per 100 people
Sources:unstats.un.org/unsd/databases.htmwww.projectliteracy.org.zaguesstimate
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TTS
ASR
Deaf Telephony Bridging
Deaf Users Hearing Users
SophisticatedIT-literate
UnsophisticatedIT-illiterate
Sign language grammar and work usage can be confusing to non-Deaf users:
<noxolo> me come see u tonight
Speech recognition can produce garbage.
<noxolo> start again
<andile> And K. [OK]
<noxolo> what k?
ConversationRepair
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Research Question
• How do we deal with all these delays in bridged communications?• What factors contribute to overcoming poor Quality of Service,
especially of delay?• How can those factors be incorporated into software systems?• How can we measure the efficacy of such systems?• Can bridging systems become viable in the workplace?
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Main Theoretical Concept
• Social dynamics of using a semi-synchronous messaging system can overcome delays
• Instant messaging usage and etiquette rubberizes toleration of delay in communication volley
• In bridged situations, the social need for connectivity engenders tolerance, e.g. Deaf User can now get “connected”
• However, toleration of delay taxes the “sophisticated” user more, hence the need to pull in all users into the social dynamics of the communication
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Instant Messaging and Chat
• Social dynamics allow exchange to be temporarily or even extensively interrupted
• IM appears synchronous when connectivity is good and participants are active
• More participants provide a social milieu that allows participants to drop in and out
• Delays tolerated in IM/chat conversation exchange
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Overall Research Strategy
Instant Messaging in literature
Deaf Telephonytrials
Rural telehealthtrials
• Study social and temporal dynamics in Instant Messaging literature
• Build & test experimental bridged scenarios where delay and QoS are extremely poor
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Rural Telehealth• Scheduling issues• IT-literacy issues: typing,
everyday use of PC
• Intermittent power• Bandwidth• Language barriers
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Methodology-Qualitative
• Action Research vs Participatory Design– Community members do not yet know what IT can
do for them
– Education is a part of the process
– Researcher & user reflection
• Our take on Action Research– Human Access Point (HAP) jump-starts the process
– Iterative cycles within cycles: HAP & community
– Learn how to adapt the software to social dynamics
– Document process in revision control of software
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Methodology-Quantitative
• Base approach on ITU measures – P.800, P.920 objective/subjective
– Physical network propagation metrics
– Questionnaires measure users’ tolerance of delay• Likert scale
• How much did you like . . . ?
• Relate objective to subjective data– QoS metrics
– Message exchange dynamics
– SoftBridge overhead
– Software feature usage
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ObjectiveMeasures
SubjectiveMeasures
SophisticatedIT-literateUsers
UnsophisticatedIT-illiterateUsers
within
within
between
between
Deaf Telephony
Rural Telehealth
between
between
Data Analysis
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Status of Ongoing Activities
Deaf Telephony• PSTN breakout• Cellphones & PDAs• Literate user trials on campus
with SoftBridge• Move user trials to Bastion
Centre for the Deaf (2 PCs)• Proposal for “Internet literacy”
training facility (20 PCs)
Rural Telehealth• Visited 2 sites: Tsilitwa
and Tombo• Basic VoIP and webcam
over WiFi• Workshops to identify
clinical applications• Proposal to provide VSAT
connectivity
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Contact Details and SponsorsWilliam D. Tucker (Bill)University of Cape TownSouth Africawww.cs.uct.ac.za/[email protected]
University of the Western Cape
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