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Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like.

In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling.

Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment.

To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots.

By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions.

This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption.

Purpose – This chapter demonstrates the social organization practices evident in early childhood disputes in order to promote a greater understanding of the role of non-verbal, embodied actions within the dispute process. In doing so, this chapter offers insight into children's co-construction of disputes and has practical implications for early childhood teachers.

Methodology – Ethnomethodology (EM), conversation analysis (CA) and membership categorization analysis (MCA) are applied to the current study of children's disputes in order to offer insight into the sequences of social organization processes evident in children's disagreements.

Findings – This chapter presents a detailed analysis of the everyday disputes which four-year-old children engage in during their morning playtime at a primary school in Wales, UK. It reveals the children's use of physical gestures to support their verbal actions in order to maximize intersubjectivity between the participants. This joint understanding was necessary during the social organization process.

Practical implications – Managing children's physical disputes within an educational context is recognized as a very difficult aspect of a teacher's routine as the timing and level of intervention are so subjective (Bateman, 2011a). This chapter offers insight into the organization of physical disputes between young children, and so enables teachers to make an informed decision in their practice.

Theories of collaboration exist at the interfirm and intergroup level, but not the intragroup or team level. Team interactions are often framed in terms of leadership and followership, a categorization which may, or may not, accurately reflect the dynamics of intragroup interactions. To create a grounded theory of collaboration, the Farmer’s Exercise was given to groups of students, their interactions were recorded and post-exercise interviews of participants and observers were done. From a detailed analysis of the recordings and interviews a grounded theory of collaboration was developed. Two broad categories of collaborative behavior formed the frame of the theory that we call Collaborative Theory (CT). The first category, Individual First, is composed of three causal themes: turn-taking, observing or doing, and status seeking. The second category, Team First, also has three causal themes: influencing others, organizing work, and building group cohesion. This second theme can be identified with managerial and leadership action but we argue that it need not. Although this is a preliminary study subject to further validation and testing, CT already identifies collaborative behaviors that shed new light on intragroup interactions.

Working together in groups is a common and emphasized feature in today's society, and higher educational settings often utilize group assignments to enable students to develop collaborative skills. Therefore, the purpose of this article is to describe and analyze applied strategies and the patterns that emerge during students online collaborative writing in higher education group assignments. The research questions that this article aims to answer are (1) which patterns of students online collaborative writing emerge in higher education group assignments and (2) what strategies of online collaborative writing do higher education students apply in group assignments?

This study's design builds on Conversation Analysis to explore visualizations of Google Docs revision history of online collaborative writing documents. Documents from 25 student groups were the basis of the analysis. The visualizations used in this project are produced with the DocuViz Chrome extension.

The findings suggest that visualizations can provide a quick and fairly accurate estimate of collaborative strategies used when students write together online. Three patterns of document growth were identified, two of which could be directly linked to strategies for collaboration. Cramming patterns are indicative of low collaboration and concentrating patterns with high levels of collaboration.

The findings provide useful insight for teachers regarding the nature of collaboration taking place during online collaborative writing tasks. By visualizing the revision history, much can be learnt about the nature of the collaboration and of the individual group member's contributions in a student group that otherwise remains largely invisible to the teacher.

Prior studies have combined visualizations with extensive analysis of document content. This investigation shows that an examination of the visualization of the document's revision history can be used to draw conclusions about the nature of collaboration during the online writing process.

This paper aims to explore qualitative semi‐structured interviews – conducted with NHS mental healthcare patients/prisoners located in one HM Prison Service (HMPS) establishment. The methodological reflections, whilst not directly related to the content of the interviews, seek to offer a debate about interview data in relation to the processes of their creation.

The dialogue is designed primarily for those who conduct, or have an interest in, mental health‐orientated research, particularly those who undertake studies in secure settings with mental health service users as participants.

Regarding interview method as a tool for data collection/creation, methodological foci for discussion include the structure of interview questions, participant unfamiliarity with the process, body language and non‐verbal communication, plus discussions concerning conversational turn‐taking and interviewee agency.

This article stems from a small‐scale empirical fieldwork study in one prison setting and offers a debate about interview data in secure settings with mental health service users.

This paper aims to examine interaction patterns in two activities at home and one activity at school when a seven‐year‐old boy with autism and learning disabilities was supplied with a speech‐generating device (SGD).

Activity‐based communication analysis (ACA) was used as the basis for analysing and discussing of communicative behaviours in video recordings made before and during SGD intervention. The coded communicative behaviours were engagement in activity, role in turn‐taking and communicative form, function and effectiveness. Conversational topics were also analysed.

Activity characteristics seemed important for the outcome. In the two more structured activities (story reading at home and morning circle at school), the child could use the SGD to communicate more effectively within the given frames. During mealtime at home, topic length increased and the instruction to the parents to also use the SGD resulted in positive changes in this activity. ACA highlighted some important issues related to SGD intervention, such as use for expression of communicative needs and access to suitable vocabulary. There also seems to be a need for more guidance to communication partners with respect to the use of communicative strategies to support communication and machine‐mediated interaction.

Research of the effects of augmentative and alternative communication techniques used in natural interaction is almost non‐existent. This case study, therefore, is an important contribution to the field and provides some insights into the challenge of using an electronic device in natural interaction.

This qualitative study investigated how small group communication influences the development of shared mental models in a committee of public librarians addressing a problem-solving task. It examines the influence of communication themes, functions, roles, and rules on the group's development of shared mental models about the task and about team interaction. Data were collected over the course of a year from group meetings, email messages, group documents, and participant interviews and then analyzed using existing coding schemes and qualitative coding techniques. The findings indicate that within the group there was a strong superficial convergence around the task mental model and the team interaction mental model but a weaker convergence at a deeper level. Analysis of the group communication data shows that the group focused discussion on understanding the problem and identifying tasks, enacting group roles and rules that facilitated sharing information. The functions of their messages focused on task communication. The findings suggest that, in this group, communication themes most heavily influenced the development of a shared mental model about the task, while communication roles, rules, and functions were more influential toward the development of a shared mental model about team interaction. Implications for practice include adopting intentional tactics for surfacing mental models at various points in the group life and anchoring the emerging model within the collective cognition of the group through devices such as narratives, objects, or documentary materials.

Mediated communication can be thought of as a mediated discourse, involving the knowledge of language, symbols, metaphors, and shared meaning. We describe here a funded study where we investigate the effectiveness of text messaging as a learning tool for higher level courses and provide insight into the use of texting as a supplemental, yet critical learning tool in the teaching and learning process. The design, based on the Vygotskian constructivist paradigm, where learning can happen in social and collaborative interactions, assesses three types of communication within student groups, (1) face-to-face (FTF), (2) using only Instant Messenger (IM), and (3) using only cell phone texting. For analyzing the IM and text exchanges we follow the recommendations of Thurlow (2003) using thematic referential coding schemes. Using the concept of Grice (1975), we detect the presence of conversational maxims and implicature and also the presence of adjacency pairs (Sacks, Schegloff, Jefferson, 1974), indicating turn-taking in IM and texting conversations. Results from content and conversational analyses indicate that while there is an innate preference for FTF discussions among participants, participants felt that IM and texting would be useful if used intermittently and as a supplementary learning tool in classrooms to mediate discussions. Participants also felt that IM and texting focused them on tasks and despite any frustrations with the technology they did gain a shared understanding of the subject matter and gained new and conceptual knowledge. The findings from this research can be used to explore the use of an additional dimension of learning in school and university classrooms.

Convivo is a VoIP system designed to provide reliable voice communication for poor quality networks, especially those found in rural areas of the developing world. Convivo introduces an original approach to maintain voice communication interaction in the presence of poor network performance: an Interface‐ Adaptation mechanism that adjusts the user interface to reduce the impact of high latency and low bandwidth networks. Interface modes facilitate turn taking for high latency connections, and help to sustain voice communication even with extremely low bandwidth or high error rates. An evaluation of the system, conducted in a rural community in the Dominican Republic, found that Interface‐Adaptation helped users to maintain voice communication interaction as network performance degrades. Transitions from full duplex to voice messaging were found particularly valuable. Initial results suggest that as users get more experience with the application they would like to manually control transitions based on feedback provided by the application and their own perceived voice quality.