How did you feel during our conversation?: retrospective analysis of intercultural and same-culture instant messaging conversations

Authors:
Duyen T. Nguyen;Susan R. Fussell
Affiliations:
Cornell University, Ithaca, New York, USA;Cornell University, Ithaca, New York, USA
Venue:
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Year:
2012

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Abstract

Research has shown that intercultural communication can be more problematic than same-culture communication. In this study we use a technique called retrospective analysis in order to examine these problems in greater detail. American and Chinese participants discussed a crime story with either an American or a Chinese partner using Instant Messaging (IM). After the session, each participant reviewed the IM conversation in two-minute segments and rated it on several dimensions. Chinese participants reported significantly more problems than American participants, and partner culture affected all participants' feelings of annoyance. An analysis of the communication problems participants reported showed four themes: mismatched communication styles, differences in conversational focus, relationship-building issues, and problems with the IM medium. The results show how differences in communication styles can affect intercultural conversations and provide design suggestions for new tools to improve intercultural collaboration.