Empathic Interaction Lynne Hall

Overview Empathy in other media The market for empathic interaction When is empathic interaction appropriate Domains where empathic interaction likely to have impact How can we achieve empathic interaction

Empathy “An observer reacting emotionally because he perceives that another is experiencing or about to experience an emotion” Stotland et al., 1978

Our experience of empathy The written word Harry Potter Performance Macbeth Audio-visual Soaps Shrek Music Anthems Theme Tunes

Lessons from other media Empathising with individuals in understandable contexts “Feeling” for the individuals Not necessarily liking nor wanting to emulate For specific human activities Learning & exploring Recreation, enjoyment & fun Relaxing Stronger empathy may be possible through using multiple communication channels

Empathic Interaction Interaction to evoke an empathic reaction in users Sorrow, Pity Anger, Irritation, Frustration Happiness, Pleasure, Joy, Delight Fear, Loss Association, Understanding

The Market for Empathic Interaction Dramatic changes in user population Demographics & competences Goals & expectations Technological potential Powerful multimedia machines as standard Infrastructure increasingly solid The role of the PC No longer number cruncher but entertainer, educator, time-filler, fun-maker Alternative to passive media

When should empathic interaction be used? To enhance the task To increase usability To improve utility To add-value to the user experience WHEN interaction improves for the user if he reacts emotionally in response to the perception that a computational entity is experiencing or about to experience an emotion

Domains for empathic interaction Recreation Casinos, football, decorating Relaxation, enjoyment & fun Performance, art, games, conversation Learning & exploration Social education, personal issues

Any solutions? How to provide the user with the perception that a computational entity is experiencing or about to experience an emotion Get acquainted with your group Sticky note time!

The User’s Perception: Interaction to evoke empathy Need for human type ascriptions Does the user care? Suspension of disbelief Gaining user compliance / buy-in Visualisation Appropriate rather than perfect Behaviour Matches user expectations

Summary Considerable experience of empathic reactions to fictional characters Only some situations relevant for empathic interaction Empathic interaction only of value if it enhances and improves the user’s experience