research-article
Authors: Mark Warner, Laura Lascau, Anna L Cox, Duncan P Brumby, and Ann Blandford
CHI '21: Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems
May 2021
Article No.: 343, Pages 1 - 13
Published: 07 May 2021 Publication History
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Abstract
Message deletion in mobile messaging apps allows people to “unsay” things they have said. This paper explores how and why people use (or do not use) this feature within remediation strategies after a communication error is identified. We present findings from a multi-stage survey designed to explore people’s general experiences of the message deletion feature (N = 401), peoples’ experiences of using this feature during the remediation of an error (N = 70), and receivers’ perceptions around recent message deletions (N = 68). While people are typically aware of the deletion feature, it is infrequently used. When used, it is primarily done so to improve conversations by reducing confusion between conversation partners. We found people being aware of message deletions creating information-gaps which can provoke curiosity in recipients, causing them to develop narratives to help address the uncertainty. We found concerns amongst senders that these narratives would be of a negative nature, having an undesirable impact on how others perceive them. We use our findings to suggest ways in which mobile messaging apps could improve conversational experiences around erroneous and regrettable messages.
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Index Terms
“Oops...”: Mobile Message Deletion in Conversation Error and Regret Remediation
Human-centered computing
Index terms have been assigned to the content through auto-classification.
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Published In
CHI '21: Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems
May 2021
10862 pages
ISBN:9781450380966
DOI:10.1145/3411764
- General Chairs:
- Yoshifumi Kitamura
Tohoku University, Japan
, - Aaron Quigley
University of New South Wales, Australia
, - Program Chairs:
- Katherine Isbister
University of California Santa Cruz, USA
, - Takeo Igarashi
The University of Tokyo, Japan
, - Publications Chairs:
- Pernille Bjørn
University of Copenhagen, Denmark
, - Steven Drucker
Microsoft Research, USA
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Published: 07 May 2021
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Author Tags
- delete indicator
- delete notification
- errors in communication
- global delete
- message deletion
- messaging apps
- messaging errors
- mobile messaging
- regrettable messages
- unsent messages
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- Refereed limited
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- EU Horizon 2020
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CHI '21
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- SIGCHI
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