Conversational analysis of microcomputer software: The role of customer support

Persistent Link:
http://hdl.handle.net/10150/291327
Title:
Conversational analysis of microcomputer software: The role of customer support
Author:
Sherry, John William, 1961-
Issue Date:
1990
Publisher:
The University of Arizona.
Rights:
Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
Abstract:
User-friendliness is a common goal of microcomputer software design, yet little attention has been paid to the importance of many conversation-like features of user interface. Computers are incapable of accessing the vast amount of contextual information that humans routinely employ in conversation. Through other means, microcomputers imitate features of conversation, often establishing in users false expectations of communicative competence. Such means usually fail to meet what Goffman (1976) has characterized as the "systemic" and "ritual" constraints of interaction. The increasing ubiquity of microcomputers in our society has been accompanied by a number of attempts to facilitate better human-computer interaction. Customer support provides one type of solution. Support personnel go beyond simply providing technical information to end users. They must additionally act as interactional "surrogates" for software, attending to communicative functions of which software is incapable or neglectful. Additionally, evidence suggests that this type of situation may intensify in the future.
Type:
text; Thesis-Reproduction (electronic)
Keywords:
Language, Linguistics.; Anthropology, Cultural.; Computer Science.
Degree Name:
M.A.
Degree Level:
masters
Degree Program:
Graduate College; Anthropology
Degree Grantor:
University of Arizona
Advisor:
Hill, Jane H.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_US
dc.titleConversational analysis of microcomputer software: The role of customer supporten_US
dc.creatorSherry, John William, 1961-en_US
dc.contributor.authorSherry, John William, 1961-en_US
dc.date.issued1990en_US
dc.publisherThe University of Arizona.en_US
dc.rightsCopyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.en_US
dc.description.abstractUser-friendliness is a common goal of microcomputer software design, yet little attention has been paid to the importance of many conversation-like features of user interface. Computers are incapable of accessing the vast amount of contextual information that humans routinely employ in conversation. Through other means, microcomputers imitate features of conversation, often establishing in users false expectations of communicative competence. Such means usually fail to meet what Goffman (1976) has characterized as the "systemic" and "ritual" constraints of interaction. The increasing ubiquity of microcomputers in our society has been accompanied by a number of attempts to facilitate better human-computer interaction. Customer support provides one type of solution. Support personnel go beyond simply providing technical information to end users. They must additionally act as interactional "surrogates" for software, attending to communicative functions of which software is incapable or neglectful. Additionally, evidence suggests that this type of situation may intensify in the future.en_US
dc.typetexten_US
dc.typeThesis-Reproduction (electronic)en_US
dc.subjectLanguage, Linguistics.en_US
dc.subjectAnthropology, Cultural.en_US
dc.subjectComputer Science.en_US
thesis.degree.nameM.A.en_US
thesis.degree.levelmastersen_US
thesis.degree.disciplineGraduate Collegeen_US
thesis.degree.disciplineAnthropologyen_US
thesis.degree.grantorUniversity of Arizonaen_US
dc.contributor.advisorHill, Jane H.en_US
dc.identifier.proquest1340304en_US
dc.identifier.bibrecord.b26253045en_US
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