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

Mark Warner, Laura Lascau, Anna Cox, Duncan Brumby, Ann Blandford

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

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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.
Original languageEnglish
Title of host publicationCHI Conference on Human Factors in Computing Systems (CHI ’21)
Place of PublicationNew York
PublisherACM
Pages1-13
Number of pages13
ISBN (Print)9781450380966
DOIs
Publication statusPublished - 6 May 2021
EventACM CHI Conference on Human Factors in Computing Systems (CHI 2021) - Online, Yokohama, Japan
Duration: 8 May 202113 May 2021
https://chi2021.acm.org/
https://chi2021.acm.org

Publication series

NameProceedings of the 2021 CHI Conference on Human Factors in Computing Systems
PublisherACM

Conference

ConferenceACM CHI Conference on Human Factors in Computing Systems (CHI 2021)
Abbreviated titleCHI 2021
CountryJapan
CityYokohama
Period8/05/2113/05/21
Internet address

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