Bunt H., Beun R.-J., Borghuis T. (eds.) Multimodal Human-Computer Communication. Systems, Techniques, and Experiments

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The Role of Multimodal Communication in Cooperation 341

Team 2-I

Cp-Ce:

Ce-Cp:

Cp-Ce:

Ce:

(...)

Ce-Cp:

Cp-Ce:

"There's the 330"

(Cp

underlines strip DAN4446)

"Well yes.., it's going to be hard"

(Cp

shifts DAN4446 to the right)

"We'll have to see (...)"

(Cp

gives two strips, of AFRO22 and FBJMG)

"Here's a problem."

"There are lots of problems."

(Ce

takes strips, places one in

pos.4,

shifts it to the left and keeps the other in his hand)

"Ah yes"

"Yes there seems to be a lot of climbing to 330"

(Ce

points to the DAN4446 strip, tapping it with his finger)

"That's the one I can't see."

"Just

a moment, yes, he is behind."

(Cp

adjusts scope, points to scope)

(Ce

points to the scope...)

Interaction associated with situation depicted in Fig. 5

The analysis of the exchanges between controllers reveals that verbal and

non-verbal resources contribute to the establishing and updating of a mutual

cognitive environment related to the current situation in various ways. With re-

spect to the heuristic nature of human communication (see Sperber & Wilson,

1986), multimodality appears as a resource which is used by human agents to

anticipate or regulate misunderstandings in face-to-face situations. As a conse-

quence, the complementary use of verbal and non-verbal resources has to be

examined with respect to the resource management within the team.

7 Discussion

The central issue in our approach is to capture and describe user requirements

in terms of the 'cognitive model' which serves as guideline for the design of new

decision aids. In the first step of this overall program, our research focused on

the cooperation mechanisms which are critical for the reliability of the system.

The cognitive model developed addresses the issue of how cognition is dis-

tributed within the working situation. A fundamental aspect of human commu-

nication is its non-deterministic character, in part due to the inferential processes

which enter into play in mutual understanding. The non-verbal resources which

may be supposed unreliable because of the variety of interpretations they may

allow, contribute to the efficiency of the team. The environmental resources play

a critical part not only in interpreting locally the meaning of what is said, but

342 Marie-Christine Bressolle, Bernard Pavard, and Marcel Leroux

they also more globally in augmenting the mutual cognitive environment, which

is used to reduce the uncertainty inherent to communication.

In terms of requirements for information technology aiming at supporting

human cooperation within the working environment, this analysis leads us to

the conclusion that future systems should allow users to access, process and ex-

change information in several channels, singly and in combination. Coming back

to the results presented, two levels can be distinguished in understanding the

part played by environmental resources, and especially the complementarity be-

tween verbal and non-verbal resources: (1) the use of environmental resources for

information processing and retrieval with respect to the requirements of the indi-

vidual user, and for information sharing between users; and (2) the link between

environmental resources and the modalities of their use according to dynamic

resource management in the working environment. This applies to normal situ-

ations as well as to incidental situations where cooperation processes are under

severe time pressure.

This work was performed in collaboration with the team involved in the

global evaluation of a prototype of an electronic environment for air traffic con-

trollers (Gaillard, Leroux, 1994). In the future, we aim at studying the effects of

new media on cooperation mechanisms, firstly to evaluate these new media as

support for cooperative activities, and secondly to further develop and validate

a communication model of the users of the new media.

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