http://tc.eserver.org/dir/Emotions A listing of the most recently indexed works about Emotions in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Emotions http://tc.eserver.org/35652.html http://tc.eserver.org/35652.html The key to creating brand loyalty is developing a consistent and salient brand perception through the association of specific emotional experiences with a product or service. A classic example of this is the emotion of wonder and happiness people associate with The Walt Disney Company’s films and theme parks. By crafting amazing experiences for the people who enjoy their products, Disney has created such a favorable association, leading consumers to feel they can trust the brand and know what kind of experience to expect from a visit to a park, hotel, or movie theater. People can appreciate their intense focus on the user experience, whether watching Mary Poppins, meeting characters like Goofy and Minnie Mouse for the first time as a child, shown in Figure 1, or watching Toy Story characters leap to life in the amazing and spellbinding zoetrope at the California Adventure theme park. http://tc.eserver.org/35381.html http://tc.eserver.org/35381.html We don't really know what attention is, despite all the mumbo-jumbo spouted by Nobel laureates. My guess: most of what people say about attention is hogwash: mere anecdotes, or flimsy cultural norms offered up in a 'be productive, be happy' wrapper. Whenever business thinkers seek to apply an economic metaphor to human cognition, it is a mess: remember "knowledge management"? http://tc.eserver.org/34461.html http://tc.eserver.org/34461.html It is important to remember that the experience a person has using a product or service is every bit as important as that product or services usability. http://tc.eserver.org/33909.html http://tc.eserver.org/33909.html If there’s one undeniable characteristic of the frustrated computer user, it’s that her patience is gone. She will not be slowly flipping through the user manual. Notice her jerky movements. If she turns to the help (which she doesn’t here), she’ll search for keywords, skim rapidly, click quickly from topic to topic. As we write for users in this state of mind, we have to remember the hurry. http://tc.eserver.org/33894.html http://tc.eserver.org/33894.html I should never fully trust anyone on a project. I don’t mean this disrespectfully, because I work with competent, talented professionals. But no one has the full picture of how the application will truly work. The quality assurance (QA) engineer usually has the clearest picture. The program manager and project manager are often living in a slightly different world, full of a vision of how the product should work and how they expect users to interact with it, but sometimes they’re missing important nuances in the actual implementation. The interaction designer builds prototypes and assumes the developers will build them to spec, but since the prototypes are usually HTML-based, and not in Java or .NET, variances are inevitable. http://tc.eserver.org/33719.html http://tc.eserver.org/33719.html The next wave in Web site design is persuasive design, designing for persuasion, emotion, and trust. While usability is still a fundamental requirement for effective Web site design, it is no longer enough to design sites that are simply easy to navigate and understand so users can complete transactions. As business mandates for Web site design have grown more strategic, complex, and demanding of accountability, good usability has become the price of competitive entry. So, while usability is important, it is no longer the key differentiator it once was. http://tc.eserver.org/33716.html http://tc.eserver.org/33716.html When you lay your feelings out to people, it can be cathartic for you, but it also places a weight on those around you. Learning when, where, and how, to talk to someone about your feelings is tricky. Sometimes it’s okay, and sometimes it’s not. http://tc.eserver.org/33503.html http://tc.eserver.org/33503.html Humor and laughter are emotion-involving activities that can be jointly constructed in interaction. This article analyzes instances of joint laughter in leader-member meetings where laughter may or may not be associated with humor. The method applied is conversation analysis in which the focus lies on laughter's role in the microlevel organization of interaction. The results show that the instances of laughter do not occur in accidental locations but are clearly connected to specific activities. First, humor and laughter can be strategically used by team leaders to create collegiality and a good working atmosphere in their teams. Second, laughing together is connected to closing down a topic or a phase in a meeting in a way that displays mutual understanding. Third, shared laughter initiated by team members appears to be a resource that can be used to reduce tension in challenging situations such as the accomplishment of difficult tasks or the treatment of delicate topics. Finally, laughing together can be used to do remedial work in problematic or conflicting situations. Ultimately, joint laughter appears to be a resource that can be used to improve the task performance and, through this, the achievement of the goals of the organization. http://tc.eserver.org/33220.html http://tc.eserver.org/33220.html One of the chronic challenges that will be highlighted by emotional design is site download speed. There are many sources of delay in Web site and application delivery. http://tc.eserver.org/33222.html http://tc.eserver.org/33222.html People are impatient on the Web. They are function and task orientated. They want to get things done as quickly as possible. The average person is still accessing the Web over a 56 KB modem. You should therefore have a major focus on 'light' webpages if you want to increase reader-satisfaction. http://tc.eserver.org/33191.html http://tc.eserver.org/33191.html The Design and Emotion society raises issues and facilitates dialogue among practitioners, researchers, and industry, in order to integrate salient themes of emotional experience into the design profession. The Design and Emotion Society was established in 1999 as an international network of researchers, designers and companies sharing an interest in experience driven design. The network is used to exchange insights, research, tools and methods that support the involvement of emotional experience in product design. http://tc.eserver.org/32589.html http://tc.eserver.org/32589.html When you hear the term voice user interface (VUI), what comes to mind? Most likely, memories of an interactive voice response system (IVR) for customer service arise. IVRs are certainly not going away. For many companies, they remain the foremost contact point with customers. But voice user interfaces are more than just IVRs. In fact, VUIs have tremendous potential for enhancing the experience of any mobile phone user. As the use of mobile devices and applications proliferates internationally, understanding how to integrate, or mash up, graphic user interfaces (GUI) and VUIs is becoming critically important. http://tc.eserver.org/32596.html http://tc.eserver.org/32596.html Social and emotional learning may seem difficult to teach, but there are activities out there that can help. http://tc.eserver.org/31998.html http://tc.eserver.org/31998.html We create software and websites to display and represent information to people. That information could be anything; a company’s product list, pictures of your vacation, or an instant message from a friend. At this moment, there’s more information available to you than at any other time in history. http://tc.eserver.org/31351.html http://tc.eserver.org/31351.html Now there is a growing body of science in the field of Emotional Intelligence (EI), indicating that the proper understanding and use of emotions can help us to be more effective professionals and better communicators for the overall development of a learning organization. This paper provides an overview of this topic and includes commentary from EI experts Daniel Goleman, Peter Salovey, and others to prove how one can effectively manipulate EI. This paper also highlights the components of EI and how they can be used to help employees create more productive working relationships inside and outside their organization. Through an analysis of various models of EI competencies available, this paper argues how they can be combined with other knowledge and technical capabilities to increase one’s overall effectiveness on the job. http://tc.eserver.org/30089.html http://tc.eserver.org/30089.html Although technical documents and mysteries share certain characteristics, emotion separates the two types of writing. Mystery fiction may be popular among technical communicators because it engages both the analytical and the emotive parts of the readers' personality. This panel presentation describes techniques that mystery authors use to trigger readers' emotions. An awareness of these techniques can help technical communicators understand their affection for mysteries and stay clear about the purpose of their own work. http://tc.eserver.org/30031.html http://tc.eserver.org/30031.html When we create technologies that are extremely complex and do not provide comprehensive feedback for each and every possible error, such as a seat belt left unbuckled, people have a tendency to drive their aircraft into garden parties. When we create technologies where similar actions produce dissimilar results, such as placing a brake and accelerator pedal side-by-side, to be actuated in the identical manner by the identical limb, people will periodically die. http://tc.eserver.org/29925.html http://tc.eserver.org/29925.html The user experience field has been trying to move beyond mere usability and utility for years. So far, no one seems to have developed easy-to-implement, non-retrospective, valid, and reliable measures for gauging users' emotional reactions to a system, application, or Web site. In this column, I'll introduce you to a promising method that just might solve this problem. http://tc.eserver.org/29820.html http://tc.eserver.org/29820.html Incorporating emotional value into products has become an essential strategy for increasing a product's competitive edge in the consumer market. It is therefore important for product manufacturers to understand how products affect consumers' emotions. This study was undertaken to investigate the types and characteristics of household products that elicit pleasurable responses, in particular among young, college-age consumers. The results of the study could suggest the types and characteristics to consider when developing pleasurable products aimed at young consumers. http://tc.eserver.org/29629.html http://tc.eserver.org/29629.html This paper presents an analysis of the various textual and visual ways that emotions are typically communicated in online learning environments. It also looks at the importance (and limitations) of both verbal and nonverbal online communication from the perspective of Daniel Goleman’s concept of “emotional intelligence.” Descriptions of three case studies demonstrate situations that involve emotionally-based student-instructor interactions that could have become problematic without the instructor’s awareness of the actual emotional issues involved. The paper concludes with a set of recommended guidelines for instructors addressing emotions in online learning situations. http://tc.eserver.org/29557.html http://tc.eserver.org/29557.html In the current discussion of where design is going and what matters, there is an emphasis on the user and his or her (emotional) experience. It is a hot topic in books, blogs and the minds of industrial designers and interaction designers, worldwide. The importance of a focus on (emotional) experiences in addition to a merely technological or functional focus is being stressed by professionals with many different cultural backgrounds. http://tc.eserver.org/29416.html http://tc.eserver.org/29416.html Conveying the emotional tone of a Web page has, up until now, been impossible with HTML, and the XML standard fails to address this issue. As an interim solution, developers have proposed several new tags to the World Wide Web Consortium (W3C). http://tc.eserver.org/29376.html http://tc.eserver.org/29376.html In view of the contradiction that surrounds the term, perhaps the distinction of technical writing from other forms is as much emotional as actual. http://tc.eserver.org/29306.html http://tc.eserver.org/29306.html How do emotion, meaning and identity shape the design and rapid adoption of mobile devices and services? China is a wonderful place to study this topic. http://tc.eserver.org/29110.html http://tc.eserver.org/29110.html Intellectual Quotient (IQ) has long been considered in education as the deciding factor in a person's success but have we overlooked emotional intelligence (EI) in determining one's success in life? In my attempt to reexamine the acceptance of EI, I studied the difference in EI between different groups of undergraduates in Singapore in terms of their field of study, gender and university. The sample comprised undergraduates from Nanyang Technological University (NTU) and National University of Singapore (NUS), with a fair mix of gender and field of study. From their responses to an EI questionnaire, it was found that there was no significant difference in EI between undergraduates who study technical and nontechnical courses, as well as between undergraduates of NTU and NUS, although male undergraduates achieved higher EI scores than female undergraduates. http://tc.eserver.org/28683.html http://tc.eserver.org/28683.html How ironic that we think we can get more exact results from our computers by emulating human interaction, but when we want exact results from human interaction, we unintentionally emulate computers. Engineering, air traffic control, legal contracts--in all endeavors where precise communication is critical--our success has depended on washing out human emotion and natural language in favor of formal procedures and protocols, complete with a detailed domain-specific language. http://tc.eserver.org/27441.html http://tc.eserver.org/27441.html Emotion is one of the strongest differentiators in user experience namely because it triggers unconscious responses to a product, website, environment or interface. Our feelings strongly influence our perceptions and often frame how we think about or refer to our experiences at a later date. http://tc.eserver.org/27025.html http://tc.eserver.org/27025.html When Don Norman's most recent book, Emotional Design, hit the shelves in early 2004, it sent a ripple through the user experience world. Norman introduced the idea that product design should address three different levels of cognitive and emotional processing: visceral, behavioral, and reflective. This idea seemed like old news to some and a revelation to others in the UX community. In either case, Norman's ideas, based on years of cognitive research, provide an articulated structure for modeling user responses to product and brand and a rational context for many intuitions long held by professional designers. http://tc.eserver.org/26580.html http://tc.eserver.org/26580.html Communication is a major component of emotional intelligence models. While we teach persuasive writing, presentations, bad news, good news, and you orientation in our business communication classes, to date we have not looked at the effects emotional intelligence has on our teaching. Emotional intelligence encompasses all areas that we teach in business communication. The purpose of this paper is to show how emotional intelligence is a part of what makes some people good business communicators and others poor ones. If we knew which students had a high-level or which had a low level of emotional intelligence, hypothetically that information could help us teach business communication concepts more efficiently in our classrooms. http://tc.eserver.org/25663.html http://tc.eserver.org/25663.html Debate about the digital library is clouded by emotion and self-interest. Emotion plays its part because the digital library is seen by some as a threat to the book, and a threat to the book is an attack on culture itself. Self-interest enters the fray because in the instability provoked by the digital library there will be winners and losers, whether in business, or the professions. Depending on your point of view the digital library can be the end of libraries as we know them, or the salvation of libraries as we know them. http://tc.eserver.org/24838.html http://tc.eserver.org/24838.html Until recently, emotion was an ill-explored part of human psychology. Some people thought it an evolutionary left-over from our animal origins. Most thought of emotions as a problem to be overcome by rational, logical thinking. And most of the research focused upon negative emotions such as fear, anxiety, and anger. Modern work has completely reversed this view. http://tc.eserver.org/24603.html http://tc.eserver.org/24603.html Inside each of us live the stories we tell ourselves, things we say to ourself about ourself in our private moments. These stories create a world that, if seen more clearly, can nourish all the other worlds we live in. Practice in personal writing, sharing the result, and reflecting on the experience can bring three kinds of benefits: professional, by integrating more of our creative selves into our work lives; psychological, by giving expression to previously unacknowledged memories, desires, losses, and triumphs; and emotional, through learning to negotiate among available stones in the creation of our own. http://tc.eserver.org/24323.html http://tc.eserver.org/24323.html Good marketing has a clear, concise, benefits-oriented message. Great marketing adds power and creativity by using effective graphics, headlines that tie the graphics to the message, and body copy that invites the reader in and tells the story of a problem that can be solved. Power results from combining emotion and facts; creativity lets the message break through the clutter, differentiates the product or service from the competition, and helps to convey the company’s values. http://tc.eserver.org/24142.html http://tc.eserver.org/24142.html The Internet can connect people who are continents apart, in a way that is genuinely one-on-one and filled with emotion. http://tc.eserver.org/23641.html http://tc.eserver.org/23641.html Recently, investor confidence has deteriorated, in part due to the discovery of fraud at several large companies. As a result, many communications from those in the financial industry have attempted to regain investor trust and confidence. This paper reports my analysis of five such communications and the themes I found appearing in them: need for trust, history of continuous improvement, continued existence of high ethical and professional standards, and investor wisdom. In writing trust-building communications, technical communicators should note: trust is built in several ways, history does not always repeat itself, and emotions are very powerful factors in decision-making. http://tc.eserver.org/22679.html http://tc.eserver.org/22679.html It doesn't matter how many hours of video and megabytes of graphics can be stuffed onto a silver platter, typefaces still serve an essential function that can't be duplicated by other means--transmitting complex intellectual and emotional messages in a very concise and precise way. http://tc.eserver.org/21710.html http://tc.eserver.org/21710.html Communication conveys 'facts, concepts and emotions.' To convey something, one requires a language and a medium. A language requires letters, words, sentences and rules of usage (=grammar). http://tc.eserver.org/21272.html http://tc.eserver.org/21272.html Most of the people we talk to believe that the desired end result of experience design is an emotional connection between a person and her experience with a product or service. When a company is able to make them, such connections can have a positive impact on the company’s brand. http://tc.eserver.org/21064.html http://tc.eserver.org/21064.html We pump out a lot of information about product features and benefits on the Web, but have you taken a look at how much -- or maybe how little -- we use emotional appeals to help customers buy our products? Take a look at how customers make purchase decisions. http://tc.eserver.org/20120.html http://tc.eserver.org/20120.html The transition to an on-line documentation system was not without its obstacles–obstacles of an emotional, rather than of a technical or administrative nature. We realized that as technical communicators, we must also consider the emotions of our audience or users, particularly the emotional issue of change, when making the great technological leap to electronic documentation. http://tc.eserver.org/18401.html http://tc.eserver.org/18401.html Advances in our understanding of emotion and affect have implications for the science of design. Affect changes the operating parameters of cognition: positive affect enhances creative, breadth-first thinking whereas negative affect focuses cognition, enhancing depth-first processing and minimizing distractions. Therefore, it is essential that products designed for use under stress follow good human-centered design, for stress makes people less able to cope with difficulties and less flexible in their approach to problem solving. Positive affect makes people more tolerant of minor difficulties and more flexible and creative in finding solutions. Products designed for more relaxed, pleasant occasions can enhance their usability through pleasant, aesthetic design. Aesthetics matter: attractive things work better. http://tc.eserver.org/13979.html http://tc.eserver.org/13979.html Although contemporary psychologists generally acknowledge the significance of affect in human experience, few attempts have been made to understand its role in cognitive processes. Important books on cognition barely mention the subject of emotion, feeling, or sentiment. Unlike the strictly cognitive and physiological psycholoúgists, social psychologists are deeply concerned with affect. These psychologists contend that to consider people dispassionate, information processing systems is a poor if not badly inaccurate model of the human being. A positivistic psychology has been too “cold' to carry the entire motivational burden. What is needed is some way to heat up cognition—a theory that unites the cognitively blind but arousing system of affect with the subtle cognitive apparatus. In an otherwise cold-blooded tradition of cognitive science and flow chart intelligence, the idea of hot cognition became a major humanizing counterstatement during the mid 1960s and early 1970s. http://tc.eserver.org/13460.html http://tc.eserver.org/13460.html Have you been exposed to one or more quality initiatives? Did this exposure leave you with strong but mixed emotional reactions? In a complex environment of organizational risk and change, how do we as communicators do the right thing the right way? Changes are so rapid that before one new vision of what’s right is fully implemented, it seems that another, even better vision comes in to take its place. By using a Japanese model for customer satisfaction, the product information quality initiatives at my company were implemented in three broad areas: quality assurance and control, quality performance and improvement, and quality excitement and planning. http://tc.eserver.org/10555.html http://tc.eserver.org/10555.html Design is the visual expression of thoughts and feelings, and combines rational and emotional conditions. In digital media the focus is shifted to functionality, primarily because the development is rapid and it takes a lot just to understand the options. This is as truer for users as it is true for designers. Once this phase is over and the standards are set, there will be a growing demand for more refined design solutions: projects that communicate and not just deliver information. Rationality rules at the surface, anything that turns the focus of the users awareness to something specific happens earlier and the motivation comes from the deeper levels of the soul. The whole fuzzy composition is very influential before the content is clearly rendered, if it ever gets clear at all; Sites are in the same situation as billboards, they have to grab the attention of the visitor in the first moment without having him to think about something specific. In a more and more competitive environment there is always an http://tc.eserver.org/10225.html http://tc.eserver.org/10225.html We've seen that an attitude of appreciation, respect, and enthusiasm is the key to achieving the all-important connection with your listeners. In the last column, we examined ways to express that attitude with your body and face, through appropriate position, movement, gestures, and smile. This time, we'll consider the contribution your voice can make. Briefly, you must be heard and understood; you must talk at the right speed that invites the audience to stay with you; and you must maintain an emotional bond by expressing appropriate emotions. http://tc.eserver.org/10128.html http://tc.eserver.org/10128.html Today communicating is not always about a single message but an entire experience. One of the reasons the Web and the Internet has gained in popularity is not only because of its commercialization but because users can dynamically interact with it. Walker Gibson uses the term 'mock reader' to describe when a reader accepts the role within a story that an author has presented. The authors of Web sites, the designers, create an experience that immerses the site visitor or viewer into the Web site. A successful Web site designer has the ability to create a 'mock Web visitor' who becomes completely immersed emotionally in the site the designer has created.