Do you read me? Perspective making and perspective taking in chat communities

Journal of the Association for Information Systems

Volumn 8, Issue 1, 2007, Pages 47-70

  Dickey, Michael H ^a   Burnett, Gary ^b   Chudoba, Katherine M ^b   Kazmer, Michelle M ^b  

^a Northern New Mexico College   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Computer mediated communication (CMC); Cultural hermeneutics; Online chat; Perspective making; Perspective taking; Textual analysis

Indexed keywords

INFORMATION SYSTEMS;

COMPUTER MEDIATED COMMUNICATION; COMPUTER-MEDIATED COMMUNICATION; CULTURAL HERMENEUTIC; CUSTOMER SERVICE REPRESENTATIVES; PERSPECTIVE TAKING; PERSPECTIVE-MAKING; SHARED UNDERSTANDING; TECHNOLOGY SOLUTIONS; TECHNOLOGY-MEDIATED COMMUNICATIONS; TEXTUAL-ANALYSIS;

SALES;

EID: 41149166072     PISSN: 15583457     EISSN: 15369323     Source Type: Journal    
DOI: 10.17705/1jais.00113     Document Type: Article

References (65)

1. Adria, M. and S. Chowdhury (2004) "Centralization as a Design Consideration for the Management of Call Centers", Information & Management, (41)4, pp. 497-507.
2. Bechky, B. (2003) "Sharing Meaning Across Occupational Communities: The Transformation of Understanding on a Production Floor", Organization Science, (14)3, pp. 312-330.
3. Becker, A. L. (1979) "Text-building, Epistemology, and Aesthetics in Javanese Shadow Theatre", The Imagination of Reality: Essays in Southeast Asian Coherence Systems, Norwood, NJ: Ablex Publishing Corporation, pp. 211-243.
4. Boland, R. J. and R. V. Tenkasi (1995) "Perspective Making and Perspective Taking in Communities of Knowing", Organization Science, (6)4, pp. 350-372.
5. Bolton, S. and M. Houlihan (2005) "The (Mis)Representation of Customer Service", Work, Employment & Society, (19)4, pp. 685-XX.
6. Bopp, R. (2001) "The Reference Interview" in R. Bopp and L. Smith (eds.) Reference and Information Services (3rd ed.), Englewood, CO: Libraries Unlimited, pp. 47-68.
7. Brown, G. and G. Yule (1983) Discourse Analysis. Cambridge: Cambridge University Press.
8. Burnett, G., M. H. Dickey, M. M. Kazmer and K. M. Chudoba (2003) "Inscription and Interpretation of Text: A Cultural Hermeneutic Examination of Virtual Community", Information Research, (9)4, http://InformationR.net/ir/9-1/paper162.html (current October 13, 2005).
9. Carlile, P. (2002) "A Pragmatic View of Knowledge and Boundaries: Boundary Objects in New Product Development", Organization Science, (13)4, pp. 442-255.
10. Carlile, P. (2004) "Transferring, Translating, and Transforming: An Integrative Framework for Managing Knowledge Across Boundaries", Organization Science, (15)5, pp. 555-568.
11. Carlile, P. and E. Rebentisch (2003) "Into the Black Box: The Knowledge Transformation Cycle", Management Science, (49)9, pp. 1180-1195.
12. Carlson, J. and R. Zmud (1999) "Channel Expansion Theory and the Experiential Nature of Media Richness Perceptions", Academy of Management Journal, (42)2, pp. 153-170.
13. Cornelius, C. and M. Boos (2003) "Enhancing Mutual Understanding in Synchronous Computer-Mediated Communication by Training", Communication Research, (30)2, pp. 147-177.
14. Cramton, C. D. (2001) "The Mutual Knowledge Problem and Its Consequences for Dispersed Collaboration", Organization Science, (12)3, pp. 346-371.
15. Crystal, D. (2001) Language and the Internet, Cambridge: Cambridge University Press.
16. Daft, R., & Lengel, R. (1986) "Organizational information requirements, media richness, and structural design", Management Science, (32)5, pp. 355-366.
17. Dell (2004) "Customer Support", company web site, http://support.dell.com (current October 13, 2005).
18. Dubrovsky, V., S. Kiesler, and B. Sethna (1991). "The Equalization Phenomenon: Status Effects in Computer-mediated and Face-to-Face Decision Making Groups. Human-Computer Interaction, (6) , pp. 119-146.
19. Feinberg, R. A., R. Kadam, L. Hokama and I. Kim. (2002) "The State of Electronic Customer Relationship Management in Retailing", International Journal of Retail and Distribution Management, (30)10, pp. 470-481.
20. Fussell, S. R. and I. Benimoff. (1995) "Social and Cognitive Processes in Interpersonal Communication: Implications for Advanced Telecommunications Technologies", Human Factors, (37)2, pp. 228-250.
21. Garcia, A. and B. Jacobs (1999) "The Eyes of the Beholder: Understanding the Turn-taking System in Quasi-synchronous Computer-mediated Communication", Research on Language and Social Interaction, (32)4, pp. 337-367.
22. Geertz, C. (1983) Local Knowledge: Further Essays in Interpretive Anthropology. New York: Basic Books.
23. Goldkuhl, G. and K. Lyytinen (1982) "A Language Action View of Information Systems", Proceedings of the Third International Conference on Information Systems, pp. 13-31.
24. Graumann, C. F. (1989) "Perspective Setting and Taking in Verbal Interaction", Language Processing in Social Context. North-Holland: Elsevier Science Publishers, pp. 95-122.
25. Graumann, C. F. (1995) "Commonality, Mutuality, Reciprocity: A Conceptual Introduction", Mutualities in Dialogue. Cambridge: Cambridge University Press, pp. 1-24.
26. Grosz, B. and L. Hunsberger (2006) "The Dynamics of Intention in Collaborative Activity", Cognitive Systems Research, (7), pp. 259-272.
27. Grosz, B. and S. Kraus (1999) "The Evolution of SharedPlans" in M. Woolridge and A. Rao (Eds.), Foundations of Rational Agency, Number 14 in Applied Logic Series, The Netherlands: Kluwer Academic Publishers, pp. 227-262.
28. Gwinner, K. M. Bitner, S. Brown, and A. Kumar (2005) "Service Customization Through Employee Adaptiveness", Journal of Service Research: JSR, (8)2, pp. 131-138.
29. Hancock, J. and P. Dunham (2001) "Language Use in Computer-mediated Communication: The Role of Coordination Devices", Discourse Processes, (31)1, pp. 91-110.
30. Herring, S. (1999) "Interactional Coherence in CMC", Journal of Computer-Mediated Communication, (4)4, Retrieved May 8, 2006 from http://jcmc.indiana.edu/vol4/issue4/herring.html.
31. Horowitz, R. and S. Samuels (eds.) (1987) Comprehending Oral and Written Language, San Diego, CA: Academic Press.
32. Kantsperger, R. and W. Kunz (2005) "Managing Overall Service Quality in Customer Care Centers: Empirical Findings of a Multi-perspective Approach", International Journal of Service Industry Management, (16)2, pp. 135-151.
33. Keysar, B., D. J. Barr, J. A. Balin and J. S. Brauner. (2000) "Taking Perspective in Conversation: The Role of Mutual Knowledge in Comprehension", Psychological Science, (11)1, pp. 32-38.
34. Kiesler, S., J. Siegel, and T. McGuire (1984). "Social Psychological Aspects of Computer-mediated Communication", American Psychologist, (39)10, pp. 1123-1134.
35. Krauss, R. M. and S. R. Fussell. (1991) "Perspective-Taking in Communication: Representations of Others' Knowledge", Social Cognition, (9), pp. 2-24.
36. Krauss, R. M., S. R. Fussell and Y. Chen. (1995) "Coordination of Perspective in Dialogue: Intrapersonal and Interpersonal Processes", Mutualities in Dialogue. Cambridge: Cambridge University Press, pp. 124-145.
37. LeFevre, K. (1987) Invention as a Social Act. Carbondale and Edwardsville IL: Southern Illinois University Press.
38. Levinson, S. (1983) Pragmatics. Cambridge: Cambridge University Press.
39. Lyytinen, K. (1985) "Implications of Theories of Language for Information Systems", MIS Quarterly, (9)1, pp. 61-74.
40. Nonaka, I. (1994) "A Dynamic Theory of Organizational Knowledge Creation", Organization Science, (5)1, pp. 14-37.
41. Nunamaker, J., A. Dennis, J. Valacich, D. Vogel, and J. George (1991) "Electronic Meeting Systems to Support Group Work", Communications of the ACM, (34)7, pp. 40-61.
42. Nystrand, M. (1987) "The Role of Context in Written Communication" in R. Horowitz and S. Samuels (eds.) Comprehending Oral and Written Language. San Diego, CA: Academic Press, pp. 197-214.
43. Oswald, P. (2002) "The Interactive Effects of Affective Demeanor, Cognitive Processes, and Perspective-taking Focus on Helping Behavior", The Journal of Social Psychology, (142)1, pp. 120-132.
44. Panteli, N. (2004) "Discursive Articulations of Presence in Virtual Organizating", Information and Organization, (14)1, pp. 59-81.
45. Ricoeur, P. (1976) Interpretation Theory: Discourse and the Surplus of Meaning. Fort Worth: Texas Christian University Press.
46. Roßnagel, C. (2000) "Cognitive Load and Perspective-Taking: Applying the Automatic-Controlled Distinction to Verbal Communication", European Journal of Social Psychology, (30), pp. 429-445.
47. Rose, E. and G. Wright (2005) "Satisfaction and Dimensions of Control Among Call Centre Customer Service Representatives", The International Journal of Human Resource Management, (16)1, pp. 136-XX.
48. Sacks, H. (1987) "On the Preferences for Agreement and Contiguity in Sequences in Conversation" in G. Button and J. Lee (eds.) Talk and Social Organization. Clevedon, UK: Multilingual Matters, pp. 54-69.
49. Sacks, H., E. Schegloff, and G. Jefferson (1974) "A Simplest Systematics for the Organization of Turn-taking for Conversation", Language, (50), pp. 696-735.
50. Schegloff, E. (1968) "Sequencing in Conversational Openings", American Anthropologist, (70), pp. 1075-1095.
51. Schegloff, E. (2000) "Overlapping Talk and the Organization of Turn-Taking for Conversation", Language in Society, (29), pp. 1-63.
52. Schober, M. (1998) "Different Kinds of Conversational Perspective-Taking", Social and Cognitive Approaches to Interpersonal Communications. Mahwah, NJ: Lawrence Erlbaum Associates, pp. 145-174.
53. Selman, R. (1980) The Growth of Interpersonal Understanding: Development and Clinical Analyses. New York: Academic Press.
54. Simpson, J. (2005) "Conversational Floors in Synchronous Text-based CMC Discourse", Discourse Studies, (7)3, pp. 337-361.
55. Tajfel, H. and J. Turner. (1986) "The Social Identity Theory of Intergroup Behavior", Psychology of Intergroup Relations. Chicago: Nelson Resounding Publishers, pp. 7-24.
56. Te'eni, D. (2006) "The Language-Action Perspective as a Basis for Communication Support Systems", Communications of the ACM, (49)5, pp. 65-70.
57. Turkle, S. (1995) Life on the Screen. New York, NY: Touchstone.
58. Turoff, M., S. Hiltz, A. Bahgat, and A. Rana (1993) "Distributed Group Support Systems", MIS Quarterly, (17)4, pp. 399-417.
59. Walther, J. (1996) "Computer-mediated Communication: Impersonal, Interpersonal, and Hyperpersonal Interaction", Communication Research, (1)3, pp. 3-43.
60. Werry, C. (1996) "Linguistic and Interactional Features of Internet Relay Chat" in S. Herring (ed.) Computer-Mediated Communication: Linguistic, Social and Cross-Cultural Perspectives, Amsterdam: John Benjamins, pp. 146-193.
61. Winograd, T. (2006) "Designing a New Foundation for Design", Communications of the ACM, (49)5, pp. 71-73.
62. Witt, L., M. Andrews, and D. Carlson (2004) "When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives", Journal of Management, (30)1, pp. 149-160.
63. Workman, M. and W. Bommer (2004) "Redesigning Computer Call Center Work: A Longitudinal Field Experiment", Journal of Organizational Behavior, (25)3, pp. 317-337.
64. Yule, G. (1997) Referential Communication Tasks. Mahwah, NJ: Lawrence Erlbaum Associates.
65. Zitzen, M. and D. Stein (2004). "Chat and Conversation: A Case of Transmedial Stability?", Linguistics, (42), pp. 983-1021.