Voice interaction design: crafting the new conversational speech systems

Randy Allen Harris9781558607682, 1558607684

Soundly anchored in user centered design and natural language studies, this supremely practical book is loaded with examples, how-to advice, and design templates. Drawing widely on decades of research – in HCI, dialogue design, pragmatics, linguistics, lexicography, conversation analysis, computational linguistics, and cognitive and social psychology – Randy Allen Harris outlines the principles of how people use language interactively, and illustrates every aspect of design work

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Table of contents :
Preface……Page 16
Interfaces……Page 24
Command-line Interfaces……Page 26
Graphic Interfaces……Page 28
Multimodal Interfaces……Page 29
Keypad Interfaces……Page 31
Voice Interfaces……Page 33
Why Speech?……Page 37
Why Conversation?……Page 39
Talking to Machines……Page 41
What Isn’t in This Book……Page 44
My Approach……Page 45
The Rest of This Book……Page 48
Summary……Page 52
CHAPTER 2: Speech……Page 56
CHAPTER 3: Sound and Meaning……Page 62
A Note About ‘Grammaticality’……Page 65
Sound……Page 66
Words……Page 70
Synonymy, Homonymy, and Ambiguity……Page 73
Syntax……Page 79
Semantics……Page 83
Prosody……Page 87
An Interlude on Speech Synthesis……Page 89
Summary……Page 91
CHAPTER 4: Doing Things with Words……Page 96
Pragmatics……Page 97
Conversational Pragmatics……Page 99
Quantity……Page 100
Quality……Page 102
Manner……Page 103
Given Information, New Information……Page 106
Register……Page 108
Register and Grice’s Maxims……Page 109
Listening……Page 110
Speech as Action……Page 115
Assertions……Page 116
Interrogatives……Page 117
Dialogue Acts……Page 122
Task Management……Page 128
Constitutive Acts……Page 129
Informative Acts……Page 132
Obligative Acts……Page 139
Summary……Page 141
An Example……Page 143
CHAPTER 5: Conversation……Page 148
Dialogue Management……Page 149
Dialogic Pairs……Page 150
Turns……Page 158
Flow Regulating Dialogue Acts……Page 159
Groundskeeping……Page 164
Feedback……Page 166
Repair……Page 170
Initiative……Page 173
Summary……Page 178
CHAPTER 6: Glue……Page 180
Topic Management: Coherence and Cohesion……Page 181
Coherence……Page 185
Cohesion……Page 193
Summary……Page 200
Appendix: Coherence Relations……Page 201
CHAPTER 7: Diction……Page 210
Usage……Page 212
Collocation……Page 217
Colligation……Page 218
Summary……Page 220
CHAPTER 8: Crafting Voice Interfaces……Page 224
To Voice or Not to Voice……Page 226
Voicing the Web……Page 230
A Voice Interface is Not an Auditory GUI……Page 232
Why Menus are Very, Very Bad for Voice-Interaction Design……Page 235
Habitability……Page 238
Summary……Page 240
The Team……Page 244
Team Organization……Page 245
Interaction Architect……Page 246
Credentials……Page 247
Lexicographer……Page 248
Credentials……Page 249
Functions……Page 250
Interactive-Dialogue……Page 251
Functions……Page 252
Credentials……Page 253
Quality Assurance Prime……Page 254
Functions……Page 255
Functions……Page 256
Technology Expert……Page 257
The Process……Page 258
Summary……Page 261
CHAPTER 10: Users, Tasks……Page 262
User Profiles……Page 263
Task Analysis……Page 266
Gathering the Data……Page 271
Observation Phase……Page 273
Interview Phase……Page 277
Other Methods……Page 281
Summary……Page 282
Appendix: Sample Task Analysis……Page 283
CHAPTER 11: Building the Discourse Model……Page 286
Collecting Appropriate Vocabulary……Page 289
Building the Corpus……Page 290
Building the Lexicon……Page 296
Determining Commonly Used Grammatical Constructs……Page 308
Discovering Effective Interaction Patterns……Page 313
Summary……Page 318
CHAPTER 12: Agents……Page 322
Personification……Page 323
The Case against Interface Personification……Page 326
Branding……Page 329
Capabilities……Page 330
Real or Synthetic……Page 332
Gender……Page 336
Dialect……Page 339
Character……Page 343
Personality……Page 352
Emotion……Page 357
Diction……Page 360
Physical Characteristics……Page 361
Number and Constituency……Page 362
Casting……Page 364
Summary……Page 366
CHAPTER 13: Dialogue Matters……Page 368
Errors and Slippages……Page 369
Recognition Errors……Page 370
Interaction Slippages……Page 372
Task Slippages……Page 375
Error Spirals……Page 376
Prevention……Page 377
Prompting……Page 378
Lexical Density……Page 379
Stealth Training……Page 381
Reserve Synonyms and Metonyms……Page 382
The Suitcase Strategy……Page 383
Repair……Page 386
Repairing Nonrecognitions……Page 387
Repairing Misrecognitions……Page 392
Diagnosing Slippages……Page 393
Managing Slippages……Page 400
Managing Initiative……Page 415
Expanding and Tapering……Page 420
Last Resorts……Page 427
OK, Users Can Be the Cause of Some Slippages……Page 428
Voicing Tabular Data……Page 430
Voicing Links……Page 432
Lexical Translations……Page 436
Legacy……Page 438
Summary……Page 440
CHAPTER 14: Scripting……Page 444
Developing the Dialogue……Page 447
Elaborating the Script……Page 449
Writing the Dialogue……Page 450
Designing Turns……Page 457
Shaping the Diction……Page 470
Using Scenarios……Page 472
Planning the Call Flow……Page 474
Sequencing and Dependencies……Page 475
Broadening the Interaction……Page 479
Plotting the Call Flow……Page 484
Specifying the Design……Page 489
Summary……Page 493
CHAPTER 15: Iterative Evaluation……Page 494
Wizard of Oz……Page 495
The Resources……Page 498
The Wizard……Page 500
The Support Team……Page 502
The Tools……Page 503
The Process……Page 505
The Test……Page 511
The Analysis……Page 516
Usability Testing……Page 523
Other Usability Inspection Methods……Page 525
Heuristic Evaluation……Page 526
Pluralistic Talkthrough……Page 528
Remote Field Studies……Page 531
Summary……Page 533
Appendix 15-1: Sample Scalar Questions……Page 534
Appendix 15-2: Transcription Sample……Page 537
CHAPTER 16: Conclusion — Pursuing Habitability……Page 538
Glossary……Page 542
Bibliography……Page 572
Index……Page 594