Situating conversations within the language/action perspective: the Milan conversation model

ABSTRACT

The debate on the language/action perspective has been receiving attention in the CSCW field for almost ten years. In this paper, we recall the most relevant issues raised during this debate, and propose a new exploitation of the language/action perspective by considering it from the viewpoint of understanding the complexity of communication within work processes and the situatedness of work practices. On this basis, we have defined a new conversation model, the Milan Conversation Model, and we are designing a new conversation handler to implement it.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)

General Terms:
Design, Documentation, Theory

Keywords:
commitment, conversation, language/action perspective, work process