Anais do IHC'2001 - Departamento de Informática e Estatística - UFSC

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Anais do IHC’2001 - IV Workshop sobre Fatores Humanos em Sistemas Computacionais
limitation, and almost all of the available options are presented at once, providing an access
structure that is shallow and wide shallow (maybe too wide).
In natural conversation, people can always switch from talking about a topic to talking
about the conversation itself, and then back to the topic. These inserted sequences may be
used to reinforce or recall the current topic. None of the investigated systems allowed for
inserted sequences, which would be represented by a help or explanation system.
Table 1 summarizes some of the characteristics we found in analyzing the banking
system in different environments.
Natural Phone ATM Web
dialogue style verbose terse terse verbose
dialogue structure natural narrow & deep;
compositional
balanced shallow & wide
sequencing single-track, linear single-track, linear single-track, bi- multi-track,
dimensional multidimensional
treatment of “object” may be “object” is implicit; “object” is explicit “object” is explicit
anaphors and either implicit or must be memorized and has a physical
references
explicit; may be
memorized or
explicitly recalled
manifestation
turn-taking & natural exchanges “full-duplex” well-marked well-marked
identification of
(system may be (system displays (system displays
current speaker
interrupted at any info; user makes a info; user makes a
time)
selection, types in selection or types in
data or inserts card) data)
time/space
temporal & temporal & physical, 2-D almost
constraints
cognitive
cognitive
spatial constraints unconstrained
constraints constraints
end-of-conversation
user hangs up explicit user closes browser
signaling
button
window (extraapplication)
or
clicks on explicit
link
initiative mixed mixed (if idle for
long, the system
automatically calls
an attendant or
hangs up)
fixed fixed
Table 1: Characteristics of conversation found in our case study.
In this paper, we have seen that a high-level interaction model can be complemented with
communication-related studies for enriching the analysis of HCI in multiple environments.
An interaction model alone may not be sufficient for analyzing some subtle differences in
interaction with distinct environments. This is so because it does not take into consideration
each environment’s communicative characteristics. We suggest that further exploration of
the communicative nature of each environment is required. A possible research goal is to
devise a set of general pragmatic principles applied to interaction, and perhaps specialized
to each particular environment.