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Overcoming the challenges
of communicating online
without non-verbal cues
1
Ilka Kuhagen, IKM
Munich, Germany
Merlien
Berlin 16/17 April 2003
#qual360
© IKM International Qualitative Research
|
Communication
2
60% Body language
+smells,
+taste,
+....
90% >Non Verbal
© IKM International Qualitative Research
|
Non Verbal Communication
 Facial Expressions
 Eye
 Gestures
 Movements
 Distance
 Reaction: Blushing, Sweating
 Voice: level, volume, tonality
 Pauses
3
© IKM International Qualitative Research
|
Traditional Qualitative: Focus Groups
4
© IKM International Qualitative Research
|
Non-Traditional Qualitative: Online
5
© IKM International Qualitative Research
|
Online Quali is called „text only“ but....
6
Fonts: size+type
CAPITAL letters
Bold/Italic/Underlined
Highlights
Colors for Fonts
Emoticons 
!!! ??? … *bb*
Avatars
Profiles
New Language
Photos
Videos
Webcam
Internet
© IKM International Qualitative Research
|
Emoticons
7

:-D
:-0
:-/
:-#
xD
;-)
(*_*)
(U_U)
(^_^)
© IKM International Qualitative Research
|
Sound and Action Words
8
 *argh* *ugh*
 *hihihi*
 *grin*
 *rofl*
 *!* *!!* *!!!*
 *hmmmm*
 *...*
© IKM International Qualitative Research
|
Avatars
9
 Choice of Avatar
 tells about the respondent!
o Animals
o Flowers
o Comics
 helps moderator identify respondents
 Photos used as avatar
 Gives the real image
 But data protection issues…
© IKM International Qualitative Research
|
Digital Media
10
Many ways to include pictures:
 Respondents upload
photos/videos
 Search the Internet for
appropriate photos (google
images) or videos (youtube)
 Mail photos and moderator
uploads
 Webcam (real time or
recorded)
 Voice Recording (mp3-
uploads)
 …
© IKM International Qualitative Research
| 11
Probing – Building Rapport
© IKM International Qualitative Research
| 12
User Profile
© IKM International Qualitative Research
|
Picture Sort
13
© IKM International Qualitative Research
|
Card Sort
14
© IKM International Qualitative Research
|
Fingerpointing
15
© IKM International Qualitative Research
|
Fingerpointing and more…
16
© IKM International Qualitative Research
|
Show me faces
17
© IKM International Qualitative Research
|
Storytelling: Blogging
18
© IKM International Qualitative Research
| 19
Add Visuals, Videos, Websites …
© IKM International Qualitative Research
|
Add Webcams
20
© IKM International Qualitative Research
|
Webcam Group
21
© IKM International Qualitative Research
|
Online Qualitative Research
22
© IKM International Qualitative Research
| 23
IKM – International Qualitative Marketing Research
Munich, Germany
Mobile: +49(0)170-8688240
skype: ilkakuhagen
Twitter: ilkakuhagen
@ ilka.kuhagen@ikmarketing.de
www.ikmarketing.de Now a proud member of www.thinkglobalqualitative.com
Overcoming the challenges of communicating online without non-verbal cues - IKM
Overcoming the challenges of communicating online without non-verbal cues - IKM

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Overcoming the challenges of communicating online without non-verbal cues - IKM

  • 1.
  • 2.
  • 3. Overcoming the challenges of communicating online without non-verbal cues 1 Ilka Kuhagen, IKM Munich, Germany Merlien Berlin 16/17 April 2003 #qual360
  • 4. © IKM International Qualitative Research | Communication 2 60% Body language +smells, +taste, +.... 90% >Non Verbal
  • 5. © IKM International Qualitative Research | Non Verbal Communication  Facial Expressions  Eye  Gestures  Movements  Distance  Reaction: Blushing, Sweating  Voice: level, volume, tonality  Pauses 3
  • 6. © IKM International Qualitative Research | Traditional Qualitative: Focus Groups 4
  • 7. © IKM International Qualitative Research | Non-Traditional Qualitative: Online 5
  • 8. © IKM International Qualitative Research | Online Quali is called „text only“ but.... 6 Fonts: size+type CAPITAL letters Bold/Italic/Underlined Highlights Colors for Fonts Emoticons  !!! ??? … *bb* Avatars Profiles New Language Photos Videos Webcam Internet
  • 9. © IKM International Qualitative Research | Emoticons 7  :-D :-0 :-/ :-# xD ;-) (*_*) (U_U) (^_^)
  • 10. © IKM International Qualitative Research | Sound and Action Words 8  *argh* *ugh*  *hihihi*  *grin*  *rofl*  *!* *!!* *!!!*  *hmmmm*  *...*
  • 11. © IKM International Qualitative Research | Avatars 9  Choice of Avatar  tells about the respondent! o Animals o Flowers o Comics  helps moderator identify respondents  Photos used as avatar  Gives the real image  But data protection issues…
  • 12. © IKM International Qualitative Research | Digital Media 10 Many ways to include pictures:  Respondents upload photos/videos  Search the Internet for appropriate photos (google images) or videos (youtube)  Mail photos and moderator uploads  Webcam (real time or recorded)  Voice Recording (mp3- uploads)  …
  • 13. © IKM International Qualitative Research | 11 Probing – Building Rapport
  • 14. © IKM International Qualitative Research | 12 User Profile
  • 15. © IKM International Qualitative Research | Picture Sort 13
  • 16. © IKM International Qualitative Research | Card Sort 14
  • 17. © IKM International Qualitative Research | Fingerpointing 15
  • 18. © IKM International Qualitative Research | Fingerpointing and more… 16
  • 19. © IKM International Qualitative Research | Show me faces 17
  • 20. © IKM International Qualitative Research | Storytelling: Blogging 18
  • 21. © IKM International Qualitative Research | 19 Add Visuals, Videos, Websites …
  • 22. © IKM International Qualitative Research | Add Webcams 20
  • 23. © IKM International Qualitative Research | Webcam Group 21
  • 24. © IKM International Qualitative Research | Online Qualitative Research 22
  • 25. © IKM International Qualitative Research | 23 IKM – International Qualitative Marketing Research Munich, Germany Mobile: +49(0)170-8688240 skype: ilkakuhagen Twitter: ilkakuhagen @ ilka.kuhagen@ikmarketing.de www.ikmarketing.de Now a proud member of www.thinkglobalqualitative.com