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conversational_maxims [2019/07/11 08:02] amandahass_wiki [Manner] |
conversational_maxims [2019/08/07 16:21] (current) lisa.illgen_concentrix.com |
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| ==== Conversational Maxims ==== | ==== Conversational Maxims ==== | ||
| ==== What are the conversational maxims? ==== | ==== What are the conversational maxims? ==== | ||
| - | The conversational maxims (also known as "[[http://en.wikipedia.org/wiki/Paul_Grice| Gricean maxims"]]) are a framework for explaining how conversation proceeds rationally and efficiently. For conversational speech applications, they provide a reasonable though incomplete set of communication guidelines. Following them will facilitate straightforward communication; violating them will cause difficulties - "Failure to adhere to the maxims.... opens the door to miscommunication with and mistrust of the application" (Lewis, 2011, p. 34). | + | The conversational maxims (also known as "[[http://en.wikipedia.org/wiki/Paul_Grice| Gricean maxims"]]) are a framework for explaining how conversation proceeds rationally and efficiently. For conversational speech applications, they provide a reasonable though incomplete set of communication guidelines. Following them will facilitate straightforward communication; violating them will cause difficulties - "Failure to adhere to the maxims.... opens the door to miscommunication with and mistrust of the application" ([[references#lewis2011|Lewis, 2011]], p. 34). |
| The conversational maxims are: | The conversational maxims are: | ||
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| * **Manner**: Avoid obscure expression, avoid ambiguity, be brief, and be orderly. | * **Manner**: Avoid obscure expression, avoid ambiguity, be brief, and be orderly. | ||
| - | In addition to their obvious application to VUI design, the maxims have been used as the basis for standardized questionnaires to assess of the quality of conversational systems and IVRs (R. Bloom et al., 1999; Polkosky, 2002, 2005a, 2005b, 2008). | + | In addition to their obvious application to VUI design, the maxims have been used as the basis for standardized questionnaires to assess of the quality of conversational systems and IVRs ([[references#bloom1999|R. Bloom et al., 1999]]; Polkosky, [[references#polkosky2002|2002]], [[references#polkosky2005a|2005a]], [[references#polkosky2005b|2005b]], [[references#polkosky2008|2008]]). |
| Note that an underlying theme that runs across the maxims is one of conversational efficiency -- provide the necessary information but no more; don't lie or provide potentially misleading information; be relevant, clear, brief, and orderly. | Note that an underlying theme that runs across the maxims is one of conversational efficiency -- provide the necessary information but no more; don't lie or provide potentially misleading information; be relevant, clear, brief, and orderly. | ||
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| **// Minimize data dip latency //**\\ | **// Minimize data dip latency //**\\ | ||
| - | This is a general guideline not necessarily implied by the conversational maxims, other than the underlying theme of efficiency. A common industry goal is for 95% of system responses to occur within two seconds of the end of a caller’s input (Balentine & Morgan, 2001; Fried & Edmondson, 2006). Toward reaching this goal, it is important to minimize the data dip latency -- the amount of time it takes to get data from a database. | + | This is a general guideline not necessarily implied by the conversational maxims, other than the underlying theme of efficiency. A common industry goal is for 95% of system responses to occur within two seconds of the end of a caller’s input ([[references#balentine2001|Balentine & Morgan, 2001]]; [[references#fried|Fried & Edmondson, 2006]]). Toward reaching this goal, it is important to minimize the data dip latency -- the amount of time it takes to get data from a database. |
| - | When it will take longer than 2 seconds for an application to respond to a caller's input, it is necessary to manage the caller experience during the wait (Lewis, 2011). Often, simply saying something like, "Just a moment while I look that up" serves this purpose. Several researchers (e.g., Boyce, 2008; Fröhlich, 2005) have published data that support guidelines for the management of processing time. | + | When it will take longer than 2 seconds for an application to respond to a caller's input, it is necessary to manage the caller experience during the wait ([[references#lewis2011|Lewis, 2011]]). Often, simply saying something like, "Just a moment while I look that up" serves this purpose. Several researchers (e.g., [[references#boyce2008|Boyce, 2008]]; [[references#fröhlich|Fröhlich, 2005]]) have published data that support guidelines for the management of processing time. |
| Use the following table to guide the management of processing time in conversational systems. | Use the following table to guide the management of processing time in conversational systems. | ||