The role of communication goals in interaction
ANN E. BLANDFORD, Richard M. Young · 2000
We define a “communication goal” as task-related knowledge that a user expects to communicate to the computer system in the course of completing a task. We identify various situations in which the interaction between user and system may break down, including the absence of a communication goal, false matches between a communication goal and the information requested by the system, and the loss of a goal from working memory before it has been achieved. We present various scenarios that exemplify interactive behaviour that includes both planning and reactive components, and discuss the role that communication goals play in determining the success, or otherwise, of the interaction.