The impact of text-based real-time chat
Text-based real-time chat is a popular means of online communication. Users can interact in discourses not necessarily associated with physical presence and associations. However, the user is dependent on the application as a means of presenting themselves in a desired manner, whether intentional or unintentional.
An aspect to consider is that there is more than one form of text-based real-time chat within an online environment. The two to be considered in this quick discussion are Instant Messaging and Internet Relay Chat. Any form of text based communication that is performed in synchronisation with other parties is classed as text-based real-time chat, such as Intranet communication systems and live chat support.
On the Internet, Nobody Knows You're a Dog
The IRC environment has been mentioned in the past as the most common but this may not apply now. The importance of IRC is that it led to the realisation that text can be misinterpreted due to the lack of human characteristics usually referred to in face to face conversation, such as tone, pitch and body language. A major concern is the lack of proof of identity online. Just like the comic above, anyone can be anyone online. “Some participants use Internet chat rooms to play out their fantasy selves.” Yet no matter the risks, text based real time chat is a contemporary part of online usage.
It was also made aware that typing full words and sentences to portray a message and describe emotions could be a lengthy and tiring process when constantly used. This led to the development of a “new hybrid of spoken, written, and electronic chat discourse”. This type of communication discourse appeals more complex than face to face communications, “yet revealed fewer of the elements of negotiation of meaning and negative feedback”. This means that technically the communication is more difficult, with knowledge of technology required as well as the interpretive skills to dissect text in a group chat environment within the relevant discourse. However, since this method of communication is ever so popular, it is very common for users to have a firm grasp on this. Some of the discourse controls include:
- Emoticons clarify emotion, tone of voice, or intent.
- Gestures/images indicate emotions.
- An extensive list of abbreviations.
IRC operates in a conference style environment, with rooms generated by topics of discussion and demographic and personal factors. However IM operates in a more personal environment. It relies on an IM client that manages known contacts in a list. The user can then instantly send a textual message in real-time to a known contact and initiate a conversation. The rules of IRC apply here as well, with unique communication styles developed for text based real time chat also applied here. This popular method allows users to engage in private conversations within defined contexts. For example, an IT Support officer may be IM with a friend while helping a client over an IM web application. The user is both professional and casual at the same time, without appearing rude to either other party.
I personally have exposed myself to discourse of real-time text based communications through IM clients mostly. My experience has led me to utilise these communication styles in a manner I cannot portray through auditory and visual mechanisms. At this point in time, we even see some of these discourse controls appearing in real life.
Annotated Bibliography
Jepson, K. (2005). CONVERSATIONS AND NEGOTIATED INTERACTION IN TEXT AND VOICE CHAT ROOMS. Language Learning and Technology , 9 (3), 79-98.
This journal study proved very important for the basis of my text. It provides a fantastic look into the social and theoretical aspects of online synchronis communications. It covered important aspects such as how social discourses emerged from the application of text-based real-time communications. Communication is an important aspect of operating society and online communicatiosn is not exempt from this. The study goes further to analyse a base of users with interesting results. The study can be read here http://llt.msu.edu/vol9num3/jepson/
Krolack, P. D., & Krolack, M. (2003). Email, Instant Messaging, Newsgroups, and Chat. Retrieved October 15, 2008, from An Introduction to Common Internet Communications : http://www.cs.uml.edu/~pkrolak/lab1/lab1.html
I highly recommend this text for anyone completing an Internet studies course. It covers many forms of online communications. It covers all the technical and operational aspects of performing and engaging in online communications, as well as considering the social implications and discourses surrounding each individual method. It covers email, forums, threading, instant messaging, Internet relay chat and many others. What helped me was the pin point information directly featured on my topic of discussion. It can be read here http://www.cs.uml.edu/~pkrolak/lab1/lab1.html.
References
<!–[if supportFields]> BIBLIOGRAPHY <![endif]–>Jepson, K. (2005). Conversations and Negotiated Interaction in Text and Voice Chat Rooms. Language Learning and Technology , 9 (3), 79-98.
Krolack, P. D., & Krolack, M. (2003). Email, Instant Messaging, Newsgroups, and Chat. Retrieved October 15, 2008, from An Introduction to Common Internet Communications : http://www.cs.uml.edu/~pkrolak/lab1/lab1.html
Marks, T. (2004, February 5). Recommended Emoticons for Email Communication. Retrieved October 15, 2008, from Windreaver: http://www.windweaver.com/emoticon.htm
Newswise. (2008, June 3). Instant Messaging Proves Useful in Reducing Workplace Interruption. Retrieved october 15, 2008, from Newswise: http://newswise.com/articles/view/541403/
The University of North Carolina at Chapel Hill . (1997, August 27). University of North Carolina. Retrieved October 15, 2008, from New Yorker: On The Internet, Nobody Knows You’re a Dog: http://www.unc.edu/depts/jomc/academics/dri/idog.html
Wikipedia. (n.d.). Instant messaging. Retrieved October 15, 2008, from Wikipedia The Free Encyclopedia: http://en.wikipedia.org/wiki/Instant_messaging
Wikipedia. (n.d.). Internet Relay Chat. Retrieved October 15, 2008, from Wikipedia The Free Encyclopedia: http://en.wikipedia.org/wiki/Irc
Netiquette
Politeness is a key component in social and professional interaction. A simple greeting or acknowledgement can have a large effect of the appearance of a person as a respectable character. “Politeness principals are reflected in linguistic universals” that derive from a history of “social anthropology, conversational discourse analysis, and in syntax and linguistic pragmatics. “ With this well established language structure presenting a polite nature, what happened when communication went from speech and print to constantly updated and real-time text-based discussions on private and public networks, such as the Internet?
The need for a socially discourse of acceptable online behaviour led to the development of netiquette. This form of ‘network etiquette’ is compiled of a collaboration of “social conventions that facilitate interaction over networks “. Netiquette is not a strict requirement of Internet communications, yet it is expected of all users, just as politeness is in real life. Netiquette is not a Governed policy; it has no owner or policing system. It is a widely accepted norm of communicating that many applications of the Internet adhere to.
Each application may form its own set of netiquette values. However, each derived from a generic and common set of values. There is a popular source of guidelines for online interaction located here. This document from 1995 covers the expected behaviours of users when utilising online communications. However, the key message lies at the beginning of the text. It states “This memo does not specify an Internet standard of any kind.” If this is to be taken literally, then netiquette is not actually a defined set of values. Rather, it exists as a set of social codes that if adhered to, improves the experience of the online user.
Take for instance the discussion forums at Whirlpool Australia. In its knowledge base, the creators/moderators acknowledge and adapt their own set of netiquette rules from the document mentioned earlier. They also refer to what is known as the 10 Core Rules of Netiquette. These rules are not ‘law’ either, yet used internationally with many forms of one to many communications, such as forums and newsgroups. Some of the rules influenced by these documents used by Whirlpool include; do not post personal messages, do not attack other people, attack their argument, do not SHOUT and quite a few more.
Users need to consider why netiquette is an important discourse to adhere to. The internet is a vast array of networks working together to deliver all sorts of information. We are given the opportunity to interact with some of these networks and enjoy the experience. Why is netiquette important? Arlene H. Rinaldi summarises this quite adequately, “The use of the network is a privilege, not a right, which may temporarily be revoked at any time for abusive conduct.” With moderators and ops monitoring one to many communication channels, it is up to them to determine what is deemed acceptable on in their environment. As mentioned, netiquette is not defined by law, but not adhering to the social codes could result in a very negative online experience.
Annotated Bibliography
Hambridge, S. (1995, October). RFC 1855 Netiquette Guidelines. Retrieved October 15, 2008, from Network Working Group: http://tools.ietf.org/html/rfc1855
This is an extremely extensive document that covers the different aspects of netiquette that are relative to many aspects of online communications. These communications cover applications such as one to many communications, email, forums, newsgroups and other such applications. The document is well detailed in individual circumstances. Anyone who is adamant at presenting themself as an outstanding net citizen would be wise to read and absorb this document. The language is concise and clear to the point, allowing a lengthy, but manageable read. It can be read here http://tools.ietf.org/html/rfc1855
Ross, S. T. (2005). The Core Rules of Netiquette. Retrieved October 15, 2008, from Albion: http://www.albion.com/netiquette/corerules.html
While I have only referenced this aspect of the website, it has many more pages dedicated to teaching more about the components of netiquette. The key aspect of the site however is the 10 Core Rules of Netiquette. These are highly regarded with online communities as they summarise quickly the key aspects of netiquette conventions. My favourite rule is the first, “Remember The Human”. It a good mindset to have to realise that you still are dealing with real people online. This is another must read for the topic. It can be read here http://www.albion.com/netiquette/rule1.html
References
<!–[if supportFields]> BIBLIOGRAPHY <![endif]–>Australian Government. (n.d.). What is Netiquette. Retrieved October 15, 2008, from Net Alert: http://www.netalert.gov.au/advice/behaviour/netiquette_emoticons/What_is_netiquette.html
Brown, P., & Levinson, S. C. (1987). Politeness: Some Universals in Language Usage. Cambridge: Cambridge University Press.
Hambridge, S. (1995, October). RFC 1855 Netiquette Guidelines. Retrieved October 15, 2008, from Network Working Group: http://tools.ietf.org/html/rfc1855
Jones, S. (1999). Doing Internet Research: Critical Issues and Methods for Examining the Net. London: SAGE.
Rinaldi, A. H. (1994, July). The Net User Guidelines and Netiquette. Retrieved October 15, 2008, from Academic/Institutional Support Services: http://www.wifak.uni-wuerzburg.de/wilan/sysgroup/texte/netiquet/netiquet.txt
Ross, S. T. (2005). The Core Rules of Netiquette. Retrieved October 15, 2008, from Albion: http://www.albion.com/netiquette/corerules.html
Whirlpool. (n.d.). General Netiquette. Retrieved October 15, 2008 , from Whirlpool Knowledge Base: http://whirlpool.net.au/wiki/?tag=WP_GeneralNetiquette
Wikipedia. (n.d.). Netiquette. Retrieved October 15, 2008, from Wikipedia The Free Encyclopedia: http://en.wikipedia.org/wiki/Netiquette
Communication is not complete upon receipt
Human interaction and speech relies on a communicator and a receiver. In real life situations, the communicator can convey a message and the receiver decodes and makes an understanding of the message. In an ideal situation, the receiver would then initiate a response so the communicator knows that the message has been received and understood. Some even state that it is demanded by the speaker that the listener actually listens and eventually responds. Now with technology such as email allowing asynchronous communications such as email, ‘speakers’ are left to assume a message has been received and understood, as they cannot physically monitor the response of the listener/audience.
This is a major problem in communications as there is no guarantee that a message had been received. In my line of work as an advertising co-ordinator, I cannot assume my clients have received and acknowledged my email communications if I don’t receive a reply email or any other form of communication. It is a dangerous practice as communications do fail. Mistakes in email addresses and delivery systems do happen. Communication, especially online, requires a signifier that marks the end of a conversation or message, closing the communication as a closed topic.
Websites as well have few ways of monitoring a response to its audience. Websites can rely on cookies and trackers to follow the usage of the site by each individual user, yet may not gain a response directly from its audience as to if the message has been understood. The user needs to do something and interact with the website to complete the communication process. This can be achieved via numerous methods, such as:
· Accessing the ‘Contact Us’ section of a website
· Leaving feedback
· Signing a virtual guestbook
· Creating an account with the website if available
· Leaving comments is the feature exists
· Accepting Terms and Conditions by checking “I have read…”
· Interacting by submitting content such as videos and pictures
This is just a short list of methods I have utilised to interact and respond to information presented to me via websites. These issues of email and website communication problems have been solved in a variety of ways. One convenience of many email clients is the ability to activate read receipts. This will notify the sender via email once their communication has been opened by the recipient. This provides confirmation that the ‘listener’ has received the message and opened it for reading. Then there is no excuse for people saying “I didn’t receive it”. Websites too have begun utilising new presentation styles to encourage reader response. Blog style websites allow users to comment immediately to articles of interest that they read. ‘Wiki’ style websites allow browsers to actively contribute to the content of the website as they deem necessary. Asynchronous online communications is still not totally free of broken communication cycles, but the infrastructure does exist to allow a response and receipt of communication to be delivered.
Bibliography
<!–[if supportFields]> BIBLIOGRAPHY <![endif]–>Chapanis, A. (n.d.). Interactive Human Communication. Retrieved October 15, 2008, from MIT: http://web.media.mit.edu/~geek/class/ChapanisSciAm.pdf
Drezner, D. W., & Farrell, H. (2004). The Power and Politics of Blogs. American Political Science Association., (pp. 1-27). Chicago.
Hiltz, S. R., & Turoff, M. (1993). The Network Nation – Human Communication via Computer. Cambridge: MIT Press.
Wikipedia. (n.d.). Wiki. Retrieved October 15, 2008, from Wikipedia The Free Encyclopedia: http://en.wikipedia.org/wiki/Wiki
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Annotated Bibliography
Chapanis, A. (n.d.). Interactive Human Communication. Retrieved October 15, 2008, from MIT: http://web.media.mit.edu/~geek/class/ChapanisSciAm.pdf
This study is loosely relevent to the discussion topic. It dicusses the requisites of effective communication that utilises a computer or monitor to display the message. The purpose of the study was to determine what characteristics were required to create a realistic application that would enable a computer to converse with a human as if it were a human itself. This led to the understanding of communication norms required for believeable at accepatable forms of computerised communications. It can be accessed here http://web.media.mit.edu/~geek/class/ChapanisSciAm.pdf
Hiltz, S. R., & Turoff, M. (1993). The Network Nation – Human Communication via Computer. Cambridge: MIT Press.
This is a very useful text at understanding the methods and social implications of communicating via a computer. The main point of the text used in this discussion was on page 79, stating that a response and acknowledgement of a listener receiving a communication is a necessary process. Without it, the communication cycle can fail as the speaker becomes dis-heartened in the message they convey. It takes something ever so simple, such as basic eye contact, to broadcast a sense of understanding and receipt of listening to a message conveyed, closing the communication cycle. It can be read here http://books.google.com.au/books?hl=en&lr=&id=VEOhWGs26X0C&oi=fnd&pg=PR19&dq=human+communication&ots=FLJnCCTbD-&sig=g9RPtRfJWj3xgwIxd1k2JBG2Eyw#PPA81,M1
