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conversational_maxims [2019/08/07 15:47] lisa.illgen_concentrix.com |
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" ([[references#LEW6|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 ([[references#BLO2|R. Bloom et al., 1999]]; Polkosky, [[references#POL2|2002]], [[references#POL3|2005a]], [[references#POL4|2005b]], [[references#POL6|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 ([[references#BAL6|Balentine & Morgan, 2001]]; [[references#FRI1|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 ([[references#LEW6|Lewis, 2011]]). Often, simply saying something like, "Just a moment while I look that up" serves this purpose. Several researchers (e.g., [[references#BOY1|Boyce, 2008]]; [[references#FRO1|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. | ||