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COMP3501/7904 Lecture 1

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Online chatting in chatrooms. Collaborative virtual environments. Media spaces. 11. Conversations: ... off people go, feeling free to ignore decades of work ... – PowerPoint PPT presentation

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Title: COMP3501/7904 Lecture 1


1
COMP3501 Social Aspects of HCI Designing for
Collaboration and Communication. Affective HCI
and emotional design. Prof P M
Sanderson (Based on Chs 4 and 5, Preece et
al.,2002)
2
Overview
  • Social aspects of human interaction
  • Conversation
  • Coordination
  • Awareness
  • Designing collaborative technologies to support
    the above.
  • Computer-supported cooperative work (CSCW) and
    ethnography.
  • Affective HCI and emotional design.

3
Social aspects of human interaction Conversation
  • Formal
  • People have specific roles which constrain
    turn-taking
  • e.g., board meeting.
  • Informal
  • Take place in a wide variety of settings
  • Facilitated by physical proximity, gesture and
    posture.

4
Social aspects of human interaction
Conversational rules
  • Turn-taking to coordinate conversation
  • A Shall we meet at 8?
  • B Um, can we meet a bit later?
  • ------------------
  • A Shall we meet at 8?
  • B Wow, look at him?
  • A Yes what a funny hairdo!
  • B Um, can we meet a bit later?
  • Back channeling to signal to continue and
    following
  • Uh-uh, umm, ahh
  • Farewell rituals
  • Bye then, see you, yeah bye, see you later.
  • Implicit and explicit cues
  • e.g. looking at watch, fidgeting with coat and
    bags
  • Explicitly saying Oh dear, must go, look at the
    time, Im late

5
Social aspects of human interaction What happens
in technology-mediated conversations?
  • Do same conversational rules apply?
  • Are there more breakdowns?
  • How do people repair them?
  • Phone?
  • Email?
  • Instant messaging
  • SMS texting?

6
Supporting conversations
  • How to support conversations when people are at
    a distance from each other
  • Many applications have been developed
  • Email, videoconferencing, videophones, computer
    conferencing, instant messaging, chatrooms,
    collaborative virtual environments (CVEs), MUDs,
    MOOs, media spaces
  • How effective are they?
  • Do they mimic or extend existing ways of
    conversing?

7
Conversational coordinationHydra
  • Designed to capture spatial cues of gaze, head
    turning, gaze awareness and turn taking that are
    found in face-to-face meetings.
  • Preserve spatial relationships "around the
    table.

Designer John Arnott http//www.dgp.toronto.edu/OT
P/TPHomepage/Toys/16.jpg
HCI developer and tester Abi Sellen
8
Conversational coordinationHydra
  • Sellen (1992) tested peoples ability to conduct
    conversations with the Hydra system compared with
    the conventional quad or four-quadrant display.
  • Hydra system arrangement was the only arrangement
    of sound and images that supported parallel
    conversations.
  • Hydra system preserved direction of eye gaze,
    making it possible to form subgroups within the
    larger group.

9
ConversationsWill video succeed on mobile
phones?
  • Will judder, sudden jerks and shadowsdisappear?
  • Can people establish eye contactand read lips on
    such a small image?
  • Is it socially acceptable to talk to an image of
    someone in the palm of your hand?

10
New forms of interaction
  • Move beyond trying to support face-to-face
    communication to new ways of interacting and
    talking
  • Examples include
  • SMS texting via mobile phones
  • Online chatting in chatrooms
  • Collaborative virtual environments
  • Media spaces

11
ConversationsCharacters in collaborative
virtual environments
The rooftop garden in BowieWorld, a Collaborative
Virtual environment (CVE), supported by
Worlds.com. Users take part by dressing up as
an avatar. There are 100s of avatars to choose
from, including penguins and real people. Once an
avatar has entered a world they can explore it
and chat to other avatars.
12
Hypermirror(Morikawa and Maesako, 1998)
  • Allows people to feel as if they are in the same
    virtual place even though in physically different
    spaces

People in different places are superimposed on
the same screen to make them appear as if in same
space.
Woman in white sweater is in a different room
from the other three
13
HypermirrorCreating personal space
They move apart to allow person in other real
space more virtual personal space.
Two people in this room seem to be invading the
virtual personal space of the other person by
appearing to be physically on top of them.
14
HypermirrorEveryone happy
15
Social aspects of human interaction Awareness
  • Involves knowing who is around, what is
    happening, and who is talking with whom
  • Peripheral awareness
  • Keeping an eye on things happening in the
    periphery of vision
  • Overhearing and overseeing - allows tracking of
    what others are doing without explicit cues

16
Social aspects of human interaction Awareness
Clearboard (Ishii et al, 1993)
  • ClearBoard - transparent board that shows other
    persons facial expression on your board as you
    drawleads to better, swifter, coordination.
  • Development of ClearBoard from early prototypes
    to current form discussed on http//web.media.mit.
    edu/ishii/CB.html. See further examples plus
    videoclips of ClearBoard in use at
    http//www.wtec.org/loyola/hci/c3_s1.htm

http//www.ntticc.or.jp/Calendar/2000/Tangible_Bit
s/Works/clear.html
http//www.hitl.washington.edu/publications/r-98-3
6/Image276.gif
17
Social aspects of human interaction Awareness
Clearboard (Ishii et al, 1993)
  • How Clearboard works

http//www.wtec.org/loyola/hci/fh3_3b.gif
18
Social aspects of human interaction Awareness
Portholes (Xerox PARC)
  • Regularly updated digitized images of people in
    their offices appeared on everyones desktop
    machines throughout day and night.
  • One of many attempts in the 1980s and 1990s to
    provide media spaces that aided communication
    while preserving privacy.

19
Social aspects of human interaction Awareness
VideoWindow system (Bellcore, 1989)
  • A shared space that allowed people 50 miles apart
    to carry on a conversation as if in same room
    drinking coffee together via 3 x 8 ft
    picture-window
  • People did interact via the window but strange
    things happened (Kraut, 1990)
  • Talked constantly about the system
  • Spoke more to people in the same room
  • When tried to get closer to someone in other
    place had opposite effect - went out of range of
    camera and microphone
  • Between 2 and 3 times less communication than
    when co-located.

20
Social aspects of human interactionEntry into
personal space
  • People approaching electronically do so via a
    monitor and speaker mounted above the door (inset
    on right image). 
  • Same social conventions are used for both
    physical and electronic visitors. (Buxton
    website)
  • Video Surrogate principle
  • Don't think of the camera as a camera. Think of
    it as a surrogate eye. Likewise, don't think of
    the speaker as a speaker. Think of them as a
    surrogate mouth (Buxton website)

21
Social aspects of human interaction Coordination
  • Coordination takes place when a group of people
    act or interact together to achieve something
  • Coordination mechanisms
  • Verbal and non-verbal communication
  • Schedules, rules and conventions
  • Shared external representations
  • Pilots in cockpit
  • Conventional cockpit cues to mental activity
    from location of physical activity
  • Glass cockpit cues to mental activity less
    available from locationtends to all be in same
    place (CRT or MFD).
  • Ground operations control rooms
  • Monitor others activities
  • Adjust own actions appropriately to achieve goals

22
EthnographyDefinition
  • For some, the term ethnography is loosely applied
    to any qualitative research project whose purpose
    is rich description. A more precise definition,
    rooted in ethnography's disciplinary home of
    anthropology, is a qualitative research process
    and product whose aim is cultural interpretation.
    The ethnographer goes beyond reporting events and
    details of experience and works to explain how
    these represent the webs of meaning in which we
    live.
  • http//labweb.education.wisc.edu/cni916/def_eth.
    htm

Lucy Suchman Cultural anthropologist and
ethnographer of the workplace http//sln.fi.edu/tf
i/exhibits/bower/02/ccscience.html
23
Ethnography and design
  • Conducting an ethnographic study is one of the
    main ways to inform the design of collaborative
    technologies that take into account social
    concerns.
  • An ethnographic study is a type of field study
    involving observation of people as they engage in
    work and/or collaborative practices.
  • Home, public place, school, work, etc.
  • Ethnography can be used to inform the design of.
  • Specific products for specific workplaces
  • New generic technologies
  • Ethnography may be used to analyse problems with
    existing interactive technologies.

24
Affective computing and emotional designOverview
  • Expressive interfaces
  • how the appearance of an interface can elicit
    positive responses
  • Negative aspects
  • how computers frustrate users
  • Anthropomorphism and interface agents
  • The pros and cons
  • Designing synthetic characters

25

Positive affect makes us smart Norman
(2003) http//www.jnd.org/dn.mss/Emotion-and-desig
n.html
  • Affect makes us smart that's the lesson of my
    current research into the role of affect.
  • Negative affect can make it harder to do even
    easy tasks positive affect can make it easier to
    do difficult tasks.
  • This may seem strange, especially to people who
    have been trained in the cognitive sciences
    affect changes how well we do cognitive tasks?
    Yup.

26
Subtle effect of aesthetics and affectNorman
(2002) http//www.jnd.org/dn.mss/Emotion-and-desi
gn.html
  • In the early days of the personal computer, all
    the display screens were black and white. When
    color screens were first introduced, I did not
    understand their popularity. ... From a cognitive
    point of view, color added no value that could
    not be provided with the appropriate use of
    shading. But businesses insisted on buying
    color monitors. Obviously, color was fulfilling
    some need, but one we could not measure.
  • In order to understand this phenomenon, I
    borrowed a color display to use with my computer.
    After the allocated time, I was convinced that my
    assessment had been correct -- color added no
    discernible value for everyday work. However, I
    refused to give up the color display. Although my
    reasoning told me that color was unimportant, my
    emotional reaction told me otherwise.
  • I can hear it now "Hey, Norman says it's OK to
    be pretty," and off people go, feeling free to
    ignore decades of work by the usability
    community. That's the wrong lesson to learn from
    this essay.

27
Affective aspects
  • HCI has generally been about designing efficient
    and effective systems (efficient effective
    satisfying)
  • Recently, move towards considering how to design
    interactive systems to make people respond in
    certain ways (satisfying fun enjoyable)
  • Some evidence that affective aspects affect the
    perceived usability of an interface
  • People are prepared to put up with certain
    aspects of an interface (e.g. slow download rate)
    if the end result is very appealing and aesthetic
  • Some evidence that affective aspects do not
    affect consciously judged usability as much as
    previously thought.

28
Friendly interfaces
  • Microsoft pioneered friendly interfaces for
    technophobes - At home with Bob software
  • 3D metaphors based on familiar places (e.g.
    living rooms)
  • Agents in the guise of pets (e.g. bunny, dog)
    included to talk to the user
  • Supposedly make users feel more at ease and
    comfortable
  • Users have created emoticons to compensate for
    lack of expressiveness in text communication
  • -) -) -(

29
Negative affectUser frustration
  • Many causes
  • When an application doesnt work properly or
    crashes
  • When a system doesnt do what the user wants it
    to do
  • When a users expectations are not met
  • When a system does not provide sufficient
    information to enable the user to know what to do
  • When error messages pop up that are vague, obtuse
    or condemning (see Shneidermans guidelines in
    text)
  • When the appearance of an interface is garish,
    noisy, gimmicky or patronizing.

http//www.usabilitypartners.se/news/2001/editoria
l11.shtml
30
Anthropomorphism
  • Attributing human-like qualities to inanimate
    objects (e.g. cars, computers)
  • Well known phenomenon in advertising
  • Dancing butter, drinks, breakfast cereals
  • Much exploited in human-computer interaction
  • Make user experience more enjoyable, more
    motivating, make people feel at ease, reduce
    anxiety

31
AnthropomorphismShould computers say theyre
sorry?
  • Reeves and Naas (1996) argue that computers
    should be made to apologizeviz, as per human
    etiquette
  • BUT would users be as forgiving of computers
    saying sorry as people are of each other when
    saying sorry?
  • How sincere would they think the computer was
    being? For example, after a system crash
  • Im really sorry I crashed. Ill try not to do
    it again
  • How else should computers communicate with users?

32
AnthropomorphismWhich do you prefer?
  • 1. As a welcome message
  • Hello Chris! Nice to see you again. Welcome
    back. Now what were we doing last time? Oh yes,
    exercise 5. Lets start again.
  • User 24, commence exercise 5.
  • 2. Feedback when get something wrong
  • Now Chris, thats not right. You can do better
    than that.Try again.
  • Incorrect. Try again.
  • Is there a difference as to what you prefer
    depending on type of message? Why?

33
AnthropomorphismEvidence to support it as a
design goal
  • Computers that flatter and praise users in
    education software programs -gt positive impact on
    them (Reeves and Naas,1996)
  • Your question makes an important and useful
    distinction. Great job!
  • Students were more willing to continue with
    exercises with this kind of feedback but they
    sometimes can make people feel anxious, inferior
    or stupid
  • People tend not to like screen characters that
    say
  • Now Chris, thats not right. You can do better
    than that.Try again.
  • Many prefer the more impersonal
  • Incorrect. Try again.
  • Studies have shown that personalized feedback is
    considered to be less honest and makes users feel
    less responsible for their actions (e.g.
    Quintanar, 1982)

34
Virtual characters
  • Increasingly appearing on our screens
  • Web, characters in videogames, learning
    companions, wizards, newsreaders, popstars
  • Advantages
  • Provide a persona that is welcoming, has
    personality and makes user feel involved with
    them
  • Disadvantages
  • Lead people into false sense of belief, enticing
    them to confide personal secrets with chatterbots
    (e.g. Alice)
  • Annoying and frustrating
  • E.g. Clippy
  • Not trustworthy
  • virtual e-commerce assistants?

35
Virtual charactersSales agents

http//www.ncr.com/repository/case_studies/self-se
rvice/westpac.htm Bank customer interacts with
an ATM whose instructions are given by an
obliging female bank employee.
36
Virtual charactersSales agents
  • What do virtual agents do?
  • Do they elicit an emotional response?
  • Are they trustworthy?
  • Is the style of interaction different for men and
    womans clothes?
  • Is Miss boo.com believable, pushy, helpful?
  • Would it be different if she was a male figure?

37
Virtual characters
  • Can be classified in terms of the degree of
    anthropomorphism they exhibit
  • Synthetic characters
  • Animated agents
  • Emotional agents
  • Embodied conversational agents

38
Virtual charactersSynthetic charactersSilas
the dog
Autonomous, with internal states and able to
respond to external events.
(Blumberg, 1996 - MIT)
39
Virtual characters Embodied conversational
agents
  • Rea, real-estate agent, showing useran apartment
  • Human-like body
  • Uses gesture, non-verbal communication (facial
    expressions, winks) while talking
  • Sophisticated AI techniques used to enable this
    form of interaction

http//gn.www.media.mit.edu/groups/gn/projects/hum
anoid/index.html
Cassell, 2000, MIT
40
Virtual characters Embodied conversational
agents conversation with Rea
  • Mike approaches screen and Rea turns to face him
    and says
  • Hello. How can I help you?
  • Mike Im looking to buy a place near MIT.
  • Rea nods, indicating she is following.
  • Rea I have a house to show you. (picture of a
    house appears on the screen)
  • Rea it is in Somerville.
  • Mike Tell me about it.
  • Rea looks up and away while she plans what to
    say.
  • Rea Its big.
  • Rea makes an expansive gesture with her hands.
  • Mike brings his hands up as if to speak, so Rea
    does not continue, waiting for him to speak.
  • Mike Tell me more about it.
  • Rea Sure thing. It has a nice garden... etc

41
Affective computingWhich are the most
believable agents?
  • Believability refers to the extent to which users
    come to believe an agents intentions and
    personality
  • Appearance is very important
  • Are simple cartoon-like characters or more
    realistic characters, resembling the human form,
    more believable?
  • Behaviour is very important
  • How an agent moves, gestures and refers to
    objects on the screen
  • Exaggeration of facial expressions and gestures
    to show underlying emotions (cf animation
    industry)

42
Affective computingKey points
  • Affective computing is are concerned with how
    interactive systems make people respond in
    emotional ways
  • Well-designed interfaces can elicit good feelings
    in users
  • Expressive interfaces can provide reassuring
    feedback
  • Badly designed interfaces make people angry and
    frustrated
  • Anthropomorphism is increasingly used at the
    interface, in the guise of agents and virtual
    screen characters

43
Affective computingInterviews, commentary
  • Your textbook doesnt have an interview for Ch 5.
  • Read the following online interview with Don
    Norman
  • http//www.acm.org/ubiquity/interviews/d_norman_2.
    html
  • Read obituaries for Clippy
  • http//www.microsoft.com/office/clippy/
  • http//www.cnn.com/2001/TECH/ptech/04/12/office.cl
    ippy/

44
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