"Oops...": : Mobile Message Deletion in Conversation Error and Regret Remediation

Warner, Mark, Lascau, Laura, Cox, Anna, Brumby, Duncan and Blandford, Ann (2020) "Oops...": : Mobile Message Deletion in Conversation Error and Regret Remediation. In: CHI Conference on Human Factors in Computing Systems (CHI ’21). ACM, New York. ISBN 9781450380966 (In Press)

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Official URL: https://doi.org/10.1145/3411764.3445118

Abstract

Message deletion in mobile messaging apps allows people to “unsay” things they have said. This paper explores how and why people use (or do not use) this feature within remediation strategies after a communication error is identified. We present findings from a multi-stage survey designed to explore people’s general experiences of the message deletion feature (N = 401), peoples’ experiences of using this feature during the remediation of an error (N = 70), and receivers’ perceptions around recent message deletions (N = 68). While people are typically aware of the deletion feature, it is infrequently used. When used, it is primarily done so to improve conversations by reducing confusion between conversation partners. We found people being aware of message deletions creating information-gaps which can provoke curiosity in recipients, causing them to develop narratives to help address the uncertainty. We found concerns amongst senders that these narratives would be of a negative nature, having an undesirable impact on how others perceive them. We use our findings to suggest ways in which mobile messaging apps could improve conversational experiences around erroneous and regrettable messages.

Item Type: Book Section
Uncontrolled Keywords: mobile messaging, messaging apps, message deletion, regrettable messages, global delete, unsent messages, errors in communication, messaging errors, delete notification, delete indicator
Subjects: J900 Others in Technology
Department: Faculties > Engineering and Environment > Computer and Information Sciences
Depositing User: John Coen
Date Deposited: 27 Jan 2021 11:56
Last Modified: 27 Jan 2021 14:15
URI: http://nrl.northumbria.ac.uk/id/eprint/45318

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