1. Empathic Interaction
Lynne Hall

2. 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

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

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

5. 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

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

7. 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

8. 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

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

10. 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!

11. 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

12. 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