Keeper: A Synchronous Computer-Mediated Communication Environment Informed by In-Person Facilitation Practices to Ease and Improve Online Conversations

Title of the Paper

Keeper: A Synchronous Online Conversation Environment Informed by In-Person Facilitation Practices

Paper Information

• Field of Study: Human-Computer Interaction Design, Optimization of Online Collaboration Platforms
• Keywords: Circle Practices, Human-Computer Interaction (HCI), Social Presence, Online Video Conferencing, Interface Design

Research Background and Problem Statement

• Identified Problems and Challenges: Current online collaboration tools like Zoom and Google Hangouts have not adequately considered traditional in-person interaction environments, particularly "Circle Practices." These tools lack designs that support emotional connection, social presence, and high-quality conversational exchange.
• Significance: As global users increasingly shift their daily interactions to online platforms, especially due to the demands brought by the COVID-19 pandemic, high-quality online collaboration tools can enhance user experience, support individual and group communication, and facilitate the transformation of traditional practices such as Restorative Justice.
• Research Motivation and Related Work:
  1. Circle Practices: Originating from North American Indigenous communities, these practices are used for community building, storytelling, and restorative justice, emphasizing non-hierarchical circular dialogue, consensus decision-making, and deep listening.
  2. Limitations of Online Tools: Existing online tool designs often prioritize efficiency but overlook psychological and emotional needs, such as fostering intimacy and community building.
  3. Relevant Technologies and Research: Many tools that provide collaboration support focus on productivity rather than community connection or emotional maintenance.

Solution

• Approach and Solution: Develop an online tool called “Keeper” that deeply incorporates specific methods from Circle Practices to design a platform that facilitates smoother conversations in virtual environments.
  1. Core Design Goals:
     • Create a calm and welcoming space atmosphere.
     • Simplify and optimize the flow of online conversations.
     • Enhance social presence and foster emotional connections among participants.
  2. Specific Features:
     • Circular and Non-Hierarchical Design: Visual arrangement in a circular seating layout to establish a non-hierarchical structure.
     • Audio-First Design: Avoid video distractions to promote deep listening.
     • Implementation of Interaction Signals: Provide abstract signals such as halos and symbolic animations to convey listening, empathy, and social intentions.
     • “Talking Piece” Mechanism: Use turn-based conversation tools to manage interactions, reduce interruptions, and guide smooth communication.
• Innovations:
  • Integrating traditional interpersonal community-building methods with modern technological design to explore new digital social etiquette.
  • Transforming offline tools from Circle Practices into online applications.
• Implementation Steps:
  • Conduct design iterations informed by ethnographic research to extract user needs.
  • Apply non-hierarchical requirements and psychological insights into calmness/deep listening, incorporating lighting, colors, and animations to construct an emotionally resonant three-dimensional space.

Research Outcomes

• Specific Results:
  • Tone: Environmental design (e.g., dark-toned lighting effects) significantly helped participants feel more relaxed and focused, fostering intimacy and self-expression.
  • Ease: The “Talking Piece” mechanism significantly reduced interruptions and stress during conversations, enhancing participants' ability for deep listening.
  • Social Presence: The environment and tools moderately increased social presence, though the absence of video and immediate visual interaction remains an area for further exploration.
• Experiment and Evaluation Results:
  • Preliminary qualitative studies with 72 participants and RCT (randomized controlled trials) revealed that the platform design improves participants' emotional comfort and engagement depth.
  • RCT with 100 users demonstrated statistically significant improvements in Tone and Ease, though gains in social presence were not substantial.
  • Expert interviews highlighted the need for further research into the potential role of video and visual signals in complex online conversations.
• Limitations:
  • Currently lacks objective analysis of video support and diverse data metrics.
  • Enhancements in social presence did not fully meet expectations.
  • Application effects for complex populations or social issues require further validation.
• Future Directions:
  • Investigate how video optimization can enhance non-verbal communication in online social functions.
  • Explore ways to scientifically “visualize emotional tension” to enable technology to understand and expand human emotional interactions.
  • Apply the platform to education, community building, and practices based on restorative justice.

In summary, the Keeper platform offers a novel approach to designing online social technologies, particularly in supporting deep listening and emotional connection during complex interactive conversations. This research provides valuable insights for the field of interaction design while also proposing directions for further optimization to address broader societal needs.