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At a Different Tempo: What Goes Wrong in Online Cross-Cultural Group Chat?

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Association for Computing Machinery

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Cross-cultural communication has become increasingly prevalent in organizations and education systems. Such communication often takes place in a distributed fashion, and many studies have examined the impact of computer-mediated communication (CMC) on distributed cross-cultural groups. For example the literature points to cultural factors that could cause communication failures, such as individualism vs. collectivism, high context vs. low context, and power distance. We contend that language proficiency, a basic and fundamental difference between people from English speaking countries and other countries, is often neglected by researchers. Therefore, we have begun a detailed investigation of cross-cultural group chat. We chose text chat as a target technology because previous studies reported it as non-native speakers' preferred choice for CMC. Our study revealed that language proficiency played a pivotal role in cross-cultural group chat. When people conversed at different levels of proficiency, turn taking was severely disrupted, causing confusion and neglect of discussion points. We also found that some native speakers hold back ideas to accommodate the non-fluency of non-native speakers, slowing down the group process and outcomes. Working from these findings, we discuss possible designs that could assist both non-native and native speakers in cross-cultural group chat.

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Li, Na; Rosson, Mary Beth (2012): At a Different Tempo: What Goes Wrong in Online Cross-Cultural Group Chat?. Proceedings of the 2012 ACM International Conference on Supporting Group Work. DOI: 10.1145/2389176.2389200. New York, NY, USA: Association for Computing Machinery. pp. 145–154. Sanibel Island, Florida, USA

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language proficiency, cross-cultural, text chat, turn taking, group chat, communication accommodation

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Number of citations to item: 8

  • Wen Duan, Naomi Yamashita, Susan R. Fussell (2019): Increasing Native Speakers' Awareness of the Need to Slow Down in Multilingual Conversations Using a Real-Time Speech Speedometer, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359273
  • Chunnan Zheng, Awais Hameed Khan, Ben Matthews (2018): Bridging the cross-cultural language divide through design, In: Proceedings of the 30th Australian Conference on Computer-Human Interaction, doi:10.1145/3292147.3292222
  • Ge Gao, Naomi Yamashita, Ari MJ Hautasaari, Andy Echenique, Susan R. Fussell (2014): Effects of public vs. private automated transcripts on multiparty communication between native and non-native english speakers, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2556288.2557303
  • Ari Hautasaari, Naomi Yamashita (2014): Do automated transcripts help non-native speakers catch up on missed conversation in audio conferences?, In: Proceedings of the 5th ACM international conference on Collaboration across boundaries: culture, distance & technology, doi:10.1145/2631488.2631495
  • Janella Melius (2018): The Role of Social Constructivist Instructional Approaches in Facilitating Cross-Cultural Online Learning in Higher Education, In: Online Course Management, doi:10.4018/978-1-5225-5472-1.ch012
  • Na Li, Mary Beth Rosson (2012): Instant annotation, In: Proceedings of the 30th ACM international conference on Design of communication, doi:10.1145/2379057.2379088
  • Na Li, Mary Beth Rosson (2014): Using annotations in online group chats, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2556288.2557209
  • Janella Melius (2014): The Role of Social Constructivist Instructional Approaches in Facilitating Cross-Cultural Online Learning in Higher Education, In: Advances in Higher Education and Professional Development, doi:10.4018/978-1-4666-5023-7.ch015
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