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Conversational Design Confab 2019

Erika Hall
April 25, 2019

Conversational Design Confab 2019

Erika Hall

April 25, 2019

Other Decks in Design


  1. Conversational erika hall @mulegirl Design Confab 2019

  2. Hello!

  3. None
  4. How did we get here?

  5. Idiocracy (2006) Instead of here?

  6. Now, a sad story…

  7. Words freak us out a little

  8. Let’s look at why.

  9. Human Communication a brief history

  10. We’ve been talking a long time

  11. 200,000 years of conversation I’m thinking of going paleo.

  12. As opposed to…? 200,000 years of conversation

  13. 30,000 years of cave painting

  14. 30,000 years of cave painting Buffalo used to be better

    around here.
  15. Millennials ruin everything. 30,000 years of cave painting

  16. 6,000 years of writing at all

  17. 6,000 years of writing at all You owe me 300

  18. 2,800 years of alphabets

  19. 2,800 years of alphabets Ugh. Homework.

  20. 569 years of movable type

  21. 569 years of movable type

  22. Literacy!

  23. Oral Literate

  24. Private Public

  25. Oral “Tell me, O muse, of that ingenious hero who

    travelled far and wide after he had sacked the famous town of Troy.”
  26. Oral “As a dog returns to its vomit, so fools

    repeat their folly.” Proverbs 26:11
  27. Oral “Fear is the mind killer.”

  28. Before literacy, all knowledge was communal, social, and contextual. Ideas!

  29. And then…

  30. Literate MY DEAR AND HONORED FRIEND: I have often been

    desirous of writing to thee, but could not be reconciled to the thought that the letter might fall into the hands of the British, lest some printer or busy-body should publish some part of the contents, and give our friend pain, and myself censure.
  31. I had been cutting up some caper or other—I think

    it was trying to crawl up the chimney, as I had seen a little sweep do a few days previous; and my stepmother who, somehow or other, was all the time whipping me, or sending me to bed supperless,—my mother dragged me by the legs out of the chimney and packed me off to bed, though it was only two o'clock in the afternoon of the 21st June, the longest day in Literate
  32. Reader Writer Z Z Z The invention of tedium

  33. Immediate Ephemeral Direct Social Participatory Context-aware Concrete Oral Literate Mediated

    Passive Complex Authoritarian Solitary Closed Abstract Values
  34. Oral Be less busy! Leverage innovative market-specific solutions Literate

  35. Oral Have you tried turning it off and on again?

    When the machine does not receive data for a certain period of time it enters sleep mode. In sleep mode the machine acts as though it were turned off. When you choose printer default the timeout setting will be reset to default time; this can be altered in the driver. Literate
  36. Alive Dead

  37. Talking Writing

  38. Writing is easy. All you do is stare at a

    blank sheet of paper until drops of blood form on your forehead. —Gene Fowler , American Screenwriter and Journalist
  39. But then…twist!

  40. Hey, neighbor!

  41. Say it with me “Orality knits persons into community.” —Rev.

    Walter Ong
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  46. How’s it going? We just roll with it

  47. We just roll with it

  48. Yes!

  49. Nope!

  50. Conversation How does it work?

  51. Shared goal It starts with a

  52. Halp!

  53. OK!

  54. Cooperation “ Make your contribution such as it is required,

    at the stage at which it occurs, by the accepted purpose or direction of the talk exchange in which you are engaged.” Paul Grice’s cooperative principle
  55. Cooperation “[Read the room and pitch in.]”

  56. Quantity Quality Relation Manner Gricean Maxims

  57. Gricean Maxims Just enough info Truthful Relevant Brief and unambiguous

  58. And one more… Polite!

  59. Politeness “ Don’t impose. 
 Give options. 
 Make the

    listener feel good. ” Robin Lakoff’s Politeness Principle
  60. What makes conversation work? Cooperative Goal-oriented Fast Truthful Turn-based Polite

  61. Smart? “ If we believe machine intelligence will make our

    applications smarter, they might as well just start talking to us. That’s why conversation is the new interface.” – Roy Bahat, Bloomberg Beta
  62. Is conversation the best interface?

  63. Not if it’s more effort to use.

  64. No need to learn a new interface?

  65. How can I help you?

  66. I need to update my billing address.

  67. I’m sorry, I didn’t quite get that.

  68. I’ll just use the website, thanks.

  69. None
  70. Whew!

  71. I need a lasagne recipe! Isn’t about the mode

  72. The definition of a lossy algorithm is… Isn’t about the

  73. It’s about the principles Cooperative Goal-oriented Fast Turn-based Truthful Polite

    And error tolerant!
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  75. None
  76. Software is on a path to participating in our culture

    as a peer. So, it should behave like a person—alive and present. Being conversational
  77. Being conversational This doesn’t necessarily mean imitating human conversation, but

    using the principles to be more humane.
  78. Humans and Computers

  79. Humans are good at Empathy Persuasion Unstructured solving Assessing relevance

  80. Humans are bad at Remembering Calculating Logic Precise repetition

  81. Computers are good at Remembering Calculating Logic Precise repetition

  82. Computers are bad at Empathy Persuasion Unstructured solving Assessing relevance

  83. Better together Feelings & Flexibility Rules Retention Patterns & Prediction

  84. Better together, if… Humans put humans first

  85. “ The first rule of any technology used in a

    business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” — Bill Gates Life is really complex
  86. Automating bad processes gets you a zombie apocalypse! Life is

    really complex Braaains, please.
  87. Automation is being applied to bad processes Halp!

  88. Systems designed around new tech, not humans

  89. Which one is best? Hmmm

  90. What takes the least effort? Hmmm

  91. It depends!

  92. What is most cooperative?

  93. Ditch literacy “ Computer literacy…is really a euphemism for forcing

    human beings to stretch their thinking to understand the inner workings of application logic, rather than having software-enabled products stretch to meet people’s usual ways of thinking.” — Alan Cooper
  94. There is no one right channel or mode

  95. What matters for a given goal and context? Urgency Privacy

    Accessibility Cost Familiarity Status
  96. Know your role and value “Conversational” means context-aware, no matter

    what the technology.
  97. None
  98. Thanks!

  99. erika hall @mulegirl erika@muledesign.com