I think there must be some misunderstanding

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I think there must be some misunderstanding

• Social presence synchronizing in text
  communication

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There must be some misunderstanding
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Introduction

• My research Developing E-mail counselling
  guidelines
• Practitioners are afraid to use e-mail because
  of the possible misunderstandings (among other
  disadvantages)
• Literature research about problems in e-mail
  communication

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E-mail metaphors in research
Duchneaut, N., L. A. Watts (2005) In search of
Coherence A review of e-mail research,
Human-Computer Interaction, 20, pp.11-48
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What does your inbox look like?

• E-mail was originally designed as a communication
  application. Now it is being used for additional
  functions that it was not designed for
  taskmanagement, scheduling, personal archiving.
  This leads to overload.

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E-mail as a file cabinet

• Issues in research
• information organization in offices, systems to
  alleviate difficulties in email management,
  empirical studies of e-mail use

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E-mail as a production facility

• Issues
• structuring e-mail, workflow vs ad-hoc resources,
  collaboration using e-mail, experimental systems
  tracking conversations and transactions.

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E-mail as a communication genre

• Issues
• adoption and diffusion the use of email is
  shaped by social processes such as sponsorship,
  socialization and social control.
• structural impacts,
• relational impacts

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Key areas of problems with e-mail

• 1) its position between a verbal and a written
  tool, in essence a third medium
• 2) the balance of formality and informality
• 3) the intentions of the users, both as senders
  and receivers.

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Negative-unintended consequences of e-mail

• increase in information overload
• - weakening relationships
• - (mis)interpretation of tone
• replying impulsively
• O'Kane, P., O. Hargie (2007), Intentional and
  unintentional consequences of substituting
  face-to-face interaction with e-mail an
  employee-based perspective, Interacting with
  Computers 19, pp 20-31

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Grounding

• Grounding the process by which two parties in
  an interaction achieve a shared sense of
  understanding about a communication and a shared
  sense of participation in the conversation.
• In f2f 6 tools for grounding co-presence,
  visibility, audibility, co-temporality,
  simultaneity and sequentiality.
• In e-mail asynchrony costs we miss the cues.

Clark and Brennen, in Friedman, R., S.C.
Currall, (2003) Conflict escalation Dispute
exacerbating elements of e-mail communication,
Human Relations, 56, 1325
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Conflict e-mail
Friedman Corrall Dispute-exacerbating model of
e-mail.
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Is it the medium or how it is used?
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Social presence

• Short, Williams and Christie founded this theory
  in 1976.
• By social presence is meant a communicators
  sense of awareness of the presence of an
  interaction partner. Thus increased presence
  leads to a better person perception.
• In text-based CMC, missing non-verbal
  communication facial expressions, tone of voice,
  gestures, direction of gaze, posture, actions,
  dress, decor, physical presence
• This directly decreases social presence

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Cue Substitutability

• Socio-emotional interaction and support are
  important and sometimes essential in realizing
  meaningful and worthwhile (educational) outcomes.
• Non-verbal cues can be deliberately substituted
  for
• with language and written symbols (e. g..,
  emoticons, expressive language)
• Social presence indicators expression of
  emotions, (emotions are linked to task motivation
  and persistence) examples humor and
  self-disclosure open communication repriprocal
  and respectful exchanges.
• Examples mutual awareness and recognition of
  each other's contributions (compliments and
  encouragements)

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CASA paradigm

• Computers Are Social Actors
• Human computer users interact socially with
  computers
• Bracken, C.C., et al. (2004) Criticism or Praise?
  The Impact of Verbal versus Text-Only Computer
  Feedback on Social Presence, Intrinsic
  Motivation, and Recall, 7,3,349-357

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Eliza
http//www-ai.ijs.si/eliza/
http//www-ai.ijs.si/eliza/
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Therapeutic Online Relationship

• Four main themes essential to the Online
  relationship for it to be considered therapeutic
• rapport via the client's mental constructs of the
  world
• presence the perception that a mediated session
  is non-mediated
• the openness that takes place when communicating
  over the Internet
• and the quality of the written communication/knowl
  edge of "netiquette".

Anthony, K. (2000) The nature of the therapeutic
relationship within online counselling
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Social Presence Education
Garrison, D.R., T. Anderson, W. Archer, (2000)
Critical Inquiry in a text-based environment
computer conferencing in higher education, The
internet and higher Education 2, 2-3 p.p. 87-105.
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Guidelines?

• Guidelines are a starting point to self-awareness
  but..can be misunderstood
• Tips
• Online teachers must deliberately structure
  interaction patterns to overcome the potential
  lack of social presence of the medium.
• Tutors should respond as quickly as possible to
  questions from remote learners.
• Choice of language can help create a sense of
  psychological closeness or immediacy.
• Explicit verbalization of expected norms for
  interaction
• Encourage informality and friendliness
• Tip for e-mail overload "header"
• 24 hours rule reviewability and revisability are
  strong points of e-mail

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• But I'm just a soul whose intentions are good
• Oh Lord, please don't let me be misunderstood