Abstract
Faulty mental models of device operation may lead to expectation failure in human-computer dialogues. This paper presents an integrative modeling formalism for representing users and devices, and employs this formalism to describe a two-phase process of model strengthening and model weakening in response to expectation failure. During weakening, selected components of the mental model are tagged as “uncertain.” The task plan is re-executed on the weakened mental model, and the mental model is strengthened as particular suspicions are eliminated. The revised mental model may then be used as the basis for the development of an alternative task plan.
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Moher, T.G., Dirda, V. (1995). Revising mental models to accommodate expectation failures in human-computer dialogues. In: Palanque, P., Bastide, R. (eds) Design, Specification and Verification of Interactive Systems ’95. Eurographics. Springer, Vienna. https://doi.org/10.1007/978-3-7091-9437-9_6
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DOI: https://doi.org/10.1007/978-3-7091-9437-9_6
Publisher Name: Springer, Vienna
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