Cognition: Human–Computer Communication - Foundations for Designing User-Centered Systems - page 197

Chapter 7
Cognition: Human-Computer
Communication
Abstract This chapter addresses even higher level processes than the previous
chapter. It discusses ways that users communicate with computers and other
technological systems. The chapter starts by considering the role of language in
communication and how the ideas can be applied to interface design. It then looks
at factors that affect how users read both offline and online, and discusses the task
of reading of menus. After considering the topic of information seeking behavior
and the more general concept of how content is structured, this chapter looks at
the broader implications for designing an interface that appropriately supports
human-computer communication.
7.1 Introduction
Communication is a rich and complex area. When users communicate with each
other and work together they need to coordinate their processes and manage the
content that they are using. They rely on establishing a shared understanding or
''common ground'', (Clark and Brennan 1991 ), based on knowledge, beliefs, and
assumptions shared between the two people in the conversation. To stay coordi-
nated, both parties must make sure that they maintain their common ground in
order to collaborate effectively.
In a similar way, when users work with computers, they also need to commu-
nicate with the computer to get the computer to do what they want it to do. This may
be as simple as entering some data, then pressing a key or button, and waiting for a
result. As they wait for the results, though, it is useful to know what the computer is
doing (how much of the task it has completed, for example). Results should also be
delivered in an appropriate and comprehensible format. When designing a system
you need to be aware of this communication process, and the fact that it is important
to keep the user aware of what the computer is doing, and this maintain common
ground between the user and the computer. Although common ground may not be
explicitly observable, it will still exist and evolve as communication happens.