Speak *now* or forever hold your peace power law chronemics of turn-taking and response in asynchronous CMC

This is a “slideshare” version of a presentation given at the ICA conference in Dresden, 2006 Full text article of this presentation can be downloaded from: http://www.kalmans.com/KalmanRavidRabanRafaeli2006.pdf

This is a “slideshare” version of a presentation given at the ICA conference in Dresden, 2006

Full text article of this presentation can be downloaded from: http://www.kalmans.com/KalmanRavidRabanRafaeli2006.pdf

Contributors Yoram M Kalman ( www.kalmans.com ) Gilad Ravid Daphne R Raban Sheizaf Rafaeli

Yoram M Kalman

( www.kalmans.com )

Gilad Ravid

Daphne R Raban

Sheizaf Rafaeli

Agenda Background (conversational rhythm, turn-taking, online responsiveness) Results (numeric, graphic, qualitative) Generalizability of findings Discussion points

Background (conversational rhythm, turn-taking, online responsiveness)

Results (numeric, graphic, qualitative)

Generalizability of findings

Discussion points

Online Silence Chronemics Turn-taking Pauses

Conversational rhythms, turns and gaps Conversations are rhythmic in nature, and the rhythms of conversation have long attracted the attention of diverse researchers Brady, 1965 Jaffe &Feldstein, 1970 Cappella, 1979 Sacks, Schegloff, & Jefferson, 1978

Conversations are rhythmic in nature, and the rhythms of conversation have long attracted the attention of diverse researchers

Brady, 1965

Jaffe &Feldstein, 1970

Cappella, 1979

Sacks, Schegloff, & Jefferson, 1978

Turn-taking Sacks et al.(1978) suggested a model to explain the relatively rapid turn-taking transitions, as well as many other aspects of turn-taking in naturally occurring spoken conversation. The model is based on a few simple rules

Sacks et al.(1978) suggested a model to explain the relatively rapid turn-taking transitions, as well as many other aspects of turn-taking in naturally occurring spoken conversation. The model is based on a few simple rules

Online Responsiveness Researched in the context of: Responsiveness and response time in CRM Responses to online surveys Responsiveness to professional correspondence Work on response times in discussions on Usenet and to questions posted to the “Google Answers” website Recurring theme (online responsiveness and conversational pauses): skewed chronemic distribution

Researched in the context of:

Responsiveness and response time in CRM

Responses to online surveys

Responsiveness to professional correspondence

Work on response times in discussions on Usenet and to questions posted to the “Google Answers” website

Recurring theme (online responsiveness and conversational pauses): skewed chronemic distribution

Key Results: Aggregates 97% 84% 1.58 hours Google answers N=40,072 99% 80% 23.52 hours University forum N=115,416 97% 86% 28.76 hours Enron emails n=15,815 Percentile rank of 10x average response time Percentile rank of average response time Average response time (RT) Dataset

Key Results: Individuals Enron: 74 users >50 responses 95% (n=70) created 70% or more of their responses within less than their average RT 0 user’s 10x average RT was <96 th percentile Google answers: 15 users (5 top users and 10 with 100-120 responses) 93% (14) created more than 70% of their responses within their average response time 0 user’s 10x average RT was <96 th percentile

Enron:

74 users >50 responses

95% (n=70) created 70% or more of their responses within less than their average RT

0 user’s 10x average RT was <96 th percentile

Google answers:

15 users (5 top users and 10 with 100-120 responses)

93% (14) created more than 70% of their responses within their average response time

0 user’s 10x average RT was <96 th percentile

In Summary A majority of the responses (at least 70%) were created within the average response time of the responders, and very few (at most 4%) of the responses were created after a period longer than ten times the average response time.

A majority of the responses (at least 70%) were created within the average response time of the responders, and very few (at most 4%) of the responses were created after a period longer than ten times the average response time.

Key Results: Aggregates

Qualitative Impressions qualitative examination of some slow responses, (well beyond average response time) more likely to mention the long response time often apologize about the delay and/or provide an explanation sometimes not really responses: might show the user sending a reply asking about the progress of an issue mentioned in the original email; or even not connected at all to the text of the original email, possibly as a shortcut to typing an email address

qualitative examination of some slow responses, (well beyond average response time)

more likely to mention the long response time

often apologize about the delay and/or provide an explanation

sometimes not really responses:

might show the user sending a reply asking about the progress of an issue mentioned in the original email;

or even not connected at all to the text of the original email, possibly as a shortcut to typing an email address

Qualitative Examples email response as probable short-cut to typing email address Hey Mom… thought i would give a call but don't have your number at work. send it if you get a chance. love, 109 days Reference to subject in original email. Not an answer to question how are we coming on this project in relation to the info Xyz sent you? Do you need anything else from Xyz? Thanks. 51 days Reference to subject in original email. Not an answer to question Just following up to see if the recruiting season has started and to make sure everything is going okay. If you need anything, just say 16 days Humorous apology + explanation Only took me 3 weeks to respond. That's pretty good for me. I think things started collapsing the day I got your original email 23 days Explanation + apology i just got back into town from almost 3 weeks vacation. sorry i didn't get in touch over the holidays, but… 14 days Explanation i got back from almost three weeks vacation yesterday and am back at work 18 days Apology Sorry it has taken me so long to write 14 days Apology sorry for the delay 16 days Category Quoted Text Response time

Generalizable? CMC: Diverse populations Assorted asynchronous technologies Variety of contexts Range of average response times Cohort size: 15K-100K+, total 170+K Spanning at least 7 years International (dominant culture - Western) Cumulative and individuals

CMC:

Diverse populations

Assorted asynchronous technologies

Variety of contexts

Range of average response times

Cohort size: 15K-100K+, total 170+K

Spanning at least 7 years

International (dominant culture - Western)

Cumulative and individuals

Generalizable? Face-to-face (Jaffe & Feldstein, 1970): 70-80% of pauses are shorter than average pause (~.97secs) In 50 mins of dialogue, no pause >9.7 secs Others: surveys, hotel service, Usenet

Face-to-face (Jaffe & Feldstein, 1970):

70-80% of pauses are shorter than average pause (~.97secs)

In 50 mins of dialogue, no pause >9.7 secs

Others: surveys, hotel service, Usenet

Discussion Why do people create most of their responses within a relatively short period? Turn taking rules in asynchronous CMC Unresponsiveness and silence in asynchronous CMC Methodological Implications

Why do people create most of their responses within a relatively short period?

Turn taking rules in asynchronous CMC

Unresponsiveness and silence in asynchronous CMC

Methodological Implications

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