December 6, 2004

Nardi, Whittaker, Bradner: "Interaction and Outeraction: Instant Messaging in Action"

Nardi, Bonnie, Steve Whittaker, Erin Bradner. 2000. "Interaction and Outeraction: Instant Messaging in Action." CSCW 2000. Philadelphia, PA. 79-88.

Abstract:

We discuss findings from an ethnographic study of instant messaging (IM) in the workplace and its implications for media theory. We describe how instant messaging supports a variety of informal communication tasks. We document the affordances of IM that support flexible, expressive communication. We describe some unexpected uses of IM that highlight aspects of communication which are not part of current media theorizing. They pertain to communicative processes people use to connect with each other and to manage communication, rather than to information exchange. We call these processes "outeraction." We discuss how outeractional aspects of communication affect media choice and patterns of media use.

Synoposis:

This ethnographic report is a phenomenal discussion of how IM operates in task-driven conversation communities, with a deep awareness that there is a division between IM in these contexts and IM in social contexts.

Interaction Functions of IM: (81-82)
- quick questions and clarifications
- coordination and scheduling formal meetings
- coordinate impromptu social meetings
- keep in touch with friends and family

These interactions are fundamentally important because of the flexibility of IM and the ability to have expressive conversations

IM is disconcerting for some because of 1) lack of record; 2) distasteful interface; 3) interruption culture

Outeraction functions of IM: (82)
- establishing social connection
- preserve a sense of conversational context
- manage the communication situation as it unfolds

For example, some feel as though IM "reduces interruptivity by allowing recipients to negotiate availability" (83)

There is a deep connection between the interaction and the outeraction features of IM, marked by stages: negotiate availability, intermittent episodes of conversation, maintain a sense of connection, active communication zone, tool for switching to different media (79).

Commentary:

This ethnographic analysis of IM is solid, showing how people manage presence and communication as well as the intermediary stages in cultures that are task-driven. I would argue that identity-driven cultures (i.e. teen culture) have many of these same features as well in order to maintain the always-on intimate community that is so endemic to this group. Yet, by focusing on IM in the workspace, this article shows how IM is not just a tool for conversation and identity, but that always-on intimate communities also have value in groups that require task completion.

Category: instant messaging

Posted by zephoria at December 6, 2004 2:59 PM

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