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

Warner, M; Lascau, L; Cox, A; Brumby, D; Blandford, A; (2021) "Oops...": Mobile Message Deletion in Conversation Error and Regret Remediation. In: CHI '21: Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. (pp. p. 343). ACM Green open access

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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.

Type: Proceedings paper
Title: "Oops...": Mobile Message Deletion in Conversation Error and Regret Remediation
Event: ACM CHI Conference on Human Factors in Computing Systems
Open access status: An open access version is available from UCL Discovery
DOI: 10.1145/3411764.3445118
Publisher version: https://doi.org/10.1145/3411764.3445118
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher's terms and conditions.
UCL classification: UCL
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences > UCL Interaction Centre
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > Dept of Computer Science
URI: https://discovery.ucl.ac.uk/id/eprint/10122240
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