Persistence matters: making the most of chat in tightly-coupled work

Authors:
Darren Gergle;David R. Millen;Robert E. Kraut;Susan R. Fussell
Affiliations:
Carnegie Mellon University, Pittsburgh, PA;IBM T.J. Watson Research Center, Cambridge, MA;Carnegie Mellon University, Pittsburgh, PA;Carnegie Mellon University, Pittsburgh, PA
Venue:
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Year:
2004

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Abstract

How much history of the dialogue should a chat client include? Some chat clients have minimized the dialogue history to deploy the space for other purposes. A theory of conversational coordination suggests that stripping away history raises the cost of conversational grounding, creating problems for both writers and readers. To test this proposition and inform design, we conducted an experiment in which one person instructed another on how to solve a simple puzzle. Participants had chat clients that showed either a single conversational turn or six of them. Having the dialogue history helped collaborators communicate efficiently and led to faster and better task performance. The dialogue history was most useful when the puzzles were more linguistically complex and when instructors could not see the work area. We present evidence of participants adapting their discourse to partially compensate for deficits in the communication media.