Service provider attitudes regarding conversational rule violations in three public settings.

Previous research identified an attitudinal hierarchy of conversational tradeoff choices among public service providers involving utterance-based augmentative and alternative communication (AAC) systems in a bookstore context. The purpose of the current research was to determine if there was a hierarchy of choices in three additional settings (i.e., movie theater, convenience store, hair salon), if these hierarchies would be the same, and if there were attitude differences in terms of participant gender and that of the person using AAC. In each of two experiments, 80 service providers viewed scripted, video-recorded conversations between a customer using AAC and a nonvisible provider in each setting, and completed an attitude questionnaire. A hierarchy of tradeoffs was found in each setting, although not the same hierarchy. No gender differences were found. As in the bookstore, messages with repetitive information were consistently rated the highest, messages with partly relevant information were consistently rated the lowest and messages with a delay in delivery were consistently rated in the middle of the hierarchies across the current settings, while messages with either inadequate or excessive information were more context-sensitive. The findings may direct individuals in message choice selections that yield the most positive evaluations by service providers and in designing technology to optimize these choices.

Hierarchy of conversational rule violations involving utterance-based augmentative and alternative communication systems.

This study examined the effects of using messages with conversational rule violations on attitudes toward people who used utterance-based augmentative and alternative communication (AAC) systems in transactional interactions. Specifically, the ratings were compared across messages with relevance, informativeness, and brevity violations, when latency remained constant (i.e., short). The 96 participating sales clerks viewed scripted, videotaped bookstore conversations and completed an attitude questionnaire. Results indicated that the prestored message with repeated words/phrases was rated the highest, followed by the message with excessive information; next was the message with inadequate information, followed by the message with partly relevant information. The findings may be useful to those using utterance-based systems when making message choices during interactions with service providers. Technological implications point to the development of schema/script-based systems and intelligent editing.

Brevity and speed of message delivery trade-offs in augmentative and alternative communication.

This study is the third in a series of studies that have concentrated on utterance-based systems--which allow the relatively quick selection of full sentences--and investigated trade-offs faced by users of such systems when there is a pragmatic mismatch between the prestored sentence and the current discourse context. While the previous studies focused on trade-offs between speed of message delivery and either relevance or informativeness, this study investigated the effects of trade-offs between speed of message delivery and brevity on public attitudes. Participating were 96 sales clerks who viewed scripted, videotaped trade-off message conditions in the context of a bookstore interaction and completed a questionnaire designed to assess their attitudes toward customers who used utterance-based systems and his or her communication. Significantly higher mean ratings were found for the trade-off condition involving the quickly delivered message with repetition when compared to each of the slowly delivered, non-repetitive message conditions (i.e., with and without a preceding conversational floorholder). Implications regarding the model of conversational trade-off choices and its technological applications are discussed.

Trade-offs between informativeness and speed of message delivery in augmentative and alternative communication.

This report is the second in a series of investigations designed to develop a working model identifying the effects of trade-offs between selected conversational maxims on public attitudes toward augmentative and alternative communication (AAC) system users and their communication. In the current study, tradeoffs between the informativeness of a prestored message and its speed of delivery were examined. A total of 96 salesclerks participated. Sixteen scripted, videotaped conversational conditions, involving an AAC customer and a clerk at a checkout counter, were used to manipulate message informativeness and speed of message delivery. Following each assigned viewing, participants completed a questionnaire designed to assess their attitudes toward the AAC user and his or her communication. The conditions involving (a) the quickly delivered message with excessive information, (b) the slowly delivered message with adequate information preceded by a "floorholder," and (c) the slowly delivered message with adequate information without a floorholder were rated higher than (d) the quickly delivered message with inadequate information. There was no main effect for participant or AAC user gender. Implications regarding a model of conversational trade-offs and technological applications are discussed.

Relevance and speed of message delivery trade-offs in augmentative and alternative communication.

This report is the first in a series of investigations designed to test a theory identifying the effects of conversational trade-offs between selected maxims on public attitudes toward augmentative and alternative communication (AAC) system users and their communication. In the current study, the trade-offs between the relevance of a prestored message and its speed of delivery were examined. Participating were 96 sales clerks. Twelve scripted videotaped conversational conditions, involving an AAC customer and a clerk at a checkout counter, were used to manipulate message relevance, speed of message delivery, and participant/AAC user gender. Following each assigned viewing, participants completed a questionnaire designed to assess their attitudes toward the AAC user and his or her communication. Significantly higher mean ratings were found for the conditions involving the slowly delivered relevant messages (both preceded by a conversational floorholder and without a floorholder) when compared to the quickly delivered partly relevant message condition. In addition, the condition involving the slowly delivered relevant message with a floorholder yielded significantly higher mean ratings than that without the floorholder. There was no effect for participant/user gender. Modifications of the theory and technological implications are discussed.