It's (Not) Simply a Matter of Time

Liebman, Noah; Gergle, Darren

doi:10.1145/2818048.2819945

Cited by 24 publications

(7 citation statements)

References 42 publications

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“…In computer mediated communication, when these typical face to face social cues are not present, communicators shift focus to alternative cues available and make social interpretations (Walther andTidwell 1995, Walther 1992). This theory is known as Social Information Processing (SIP), typically this manifests itself in chronemic cues like timestamps (Walther andTidwell 1995, Liebman andGergle 2016). Due to the disembodied nature of chatbots that exist on messaging platforms like Facebook Messenger, Kik or Telegram, designers only have a couple of chronemic social cues at their disposal to enforce feelings of a real socially present human.…”

Section: Anthropomorphism and Aimentioning

confidence: 99%

Estimating the Impact of “Humanizing” Customer Service Chatbots

Schanke

Burtch

Ray

2021

Information Systems Research

144

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In this work, we investigate how applying human-like characteristics to customer service chatbots can influence retail outcomes. This is an important managerial question as creating effective chatbot experiences through messaging platforms has proven difficult for organizations. Often, chatbot developers apply characteristics such as giving a chatbot a human name, adding humor, and so on, without knowing how these features influence end user behavior. Implementing a field experiment in collaboration with a dual channel clothing retailer based in the United States, we automate a used clothing buy-back process, such that individuals engage with the retailer's autonomous chatbot to describe the used clothes they wish to sell, obtain a cash offer, and (if they accept) print a shipping label to finalize the transaction. We provide evidence that, in this retail setting, anthropomorphism is beneficial for transaction outcomes, but that it also leads to significant increases in consumers’ sensitivity to the offer amount. We argue that the latter effect occurs because, as a chatbot becomes more human-like, consumers shift to a fairness evaluation or negotiating mindset.

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Section: Anthropomorphism and Aimentioning

confidence: 99%

Estimating the Impact of “Humanizing” Customer Service Chatbots

Schanke

Burtch

Ray

2021

Information Systems Research

144

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“…The question, then, is how much of these relationships carry over into digital interactions and how do computing technologies afect them? Existing studies in HCI and CSCW have pointed to the signifcance to investigate various types of interpersonal relationships (e.g., workplace, friendship, romance, and regular domestic behaviors) as they are formed, maintained, or fade in diverse online social spaces such as social networking sites [9,10,25], online dating sites and applications [45,49], and forums (e.g., [12,41]). They have highlighted: 1) in contrast to relationship building in the ofine world, online users are more sensitive to their own internal states (e.g., emotions, feelings, attitudes, and values), showing an "enhanced private self-awareness" [11]; 2) the text becomes a vehicle for relationship building because the "process of creation of a mutual narrative biography" [20]; and 3) the developmental sequence of technology-supported relationship building is similar to that of ofine relationships: starting with an initial encounter; a growing stage of sharing minds, which may generate the feeling of connectedness; and a "virtual mirror" [2] stage of mutual optimization and idealization.…”

Section: Related Work 21 Computer-mediated Interpersonal Relationshipsmentioning

confidence: 99%

Hugging from A Distance: Building Interpersonal Relationships in Social Virtual Reality

Freeman

Acena

2021

ACM International Conference on Interactive Media Experiences

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This paper focuses on how the emerging social VR systems, as new and unique social interaction spaces that aford high-fdelity and multidimensional physical presence, may support building interpersonal relationships in a more nuanced, immersive, and embodied way. Based on 30 interviews, our investigation focuses on 1) the main reasons why people build and foster interpersonal relationships in social VR; 2) various novel activities through which users can foster relationships in social VR; and 3) the complicated infuences of social VR mediated relationships on users' online and ofine social lives. We contribute to better understanding mediated interactive experiences by shedding light on the novel role of social VR in transforming how people meet, interact, and establish connections with others compared to other forms of media. We also provide potential directions to inform the design of future social VR systems to better aford healthy, fulflling, and supportive interpersonal relationships.

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“…Paralinguistic usually used to complement verbal message delivery. Nonverbal communication through paralinguistic cues such as punctuation mark and emoticons are one of the mechanisms in building interpersonal relationship in text-based interaction (Liebman & Gergle, 2016).…”

Section: Issn 9772581194dd3mentioning

confidence: 99%

Paralinguistics Cues Used and Miscommunication on Social Media: Case Study of Students of Communication Science Program Universitas Padjadjaran

Kurniasih¹

2017

Preprint

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Computer-Mediated Communication supports verbal and nonverbal communication in online reality same with face-to-face communication. Verbal elements in communication include words spoken while nonverbal elements include paralinguistic. Paralinguistic cues used in social media might help the receiver in the delivery process but also might cause miscommunication. This study aims to investigate the use of paralinguistic cues by students of Program Study Communication Sciences Universitas Padjadjaran and how is miscommunication on social media. This is a qualitative study based on case study method. Primary data collected through Focus Group Discussion (FGD) with the students of Program Study Communication Sciences Universitas Padjadjaran class A and B of class 2015. Triangulation was done by theories triangulation. The results show Paralinguistic cues used by students of Program Study Communication Sciences Universitas Padjadjaran include orthography, vocabularies, and graphic paralinguistic, while grammar and content and text are seldom used. Meanwhile, the common miscommunication usually done is lurking. This study might give contribution to the nonverbal communication feature developers on social media.Abstract in Bahasa IndonesiaKomunikasi bermedia komputer (CMC) mendukung komunikasi verbal dan non verbal dalam realitas online. Elemen verbal dalam komunikasi adalah kata-kata yang diucapkan, sedangkan elemen nonverbal mencakup paralinguistik atau paralanguage. Penggunaan paralinguistik ini dinilai akan mempermudah penerimaan pesan oleh penerima pesan, namun tidak jarang penggunaan paralinguistik juga menimbulkan miskomunikasi diantara mereka. Penelitian ini merupakan penelitian kualitatif dengan pendekatan studi kasus. Pengumpulan data primer dilakukan melalui Focus Group Discussion dengan dua kelas, yaitu Kelas A dan B angkatan 2015 Program Studi Ilmu Komunikasi Universitas Padjadjaran. Triangulasi dilakukan dengan triangulasi teori. Hasil penelitian menunjukkan bahwa Paralinguistik yang sering dipergunakan oleh Mahasiswa Program Studi Ilmu Komunikasi Universitas Padjadjaran mencakup orthograpi, kosa kata dan paralinguistik grafis, sedangkan tata bahasa, konten dan teks jarang dipergunakan. Sementara itu miskomunikasi yang biasanya dilakukan adalah lurking. Hasil dari penelitian ini diharapkan dapat memberikan kontribusi bagi pengembangan komunikasi nonverbal di media sosial.

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It's (Not) Simply a Matter of Time

Cited by 24 publications

References 42 publications

Estimating the Impact of “Humanizing” Customer Service Chatbots

Estimating the Impact of “Humanizing” Customer Service Chatbots

Hugging from A Distance: Building Interpersonal Relationships in Social Virtual Reality

Paralinguistics Cues Used and Miscommunication on Social Media: Case Study of Students of Communication Science Program Universitas Padjadjaran

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