Overcoming the challenges of communicating online without non-verbal cues - IKM

Overcoming the challenges

of communicating online

without non-verbal cues

1

Ilka Kuhagen, IKM

Munich, Germany

Merlien

Berlin 16/17 April 2003

#qual360

© IKM International Qualitative Research

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Communication

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60% Body language

+smells,

+taste,

+....

90% >Non Verbal

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Non Verbal Communication

Facial Expressions

Eye

Gestures

Movements

Distance

Reaction: Blushing, Sweating

Voice: level, volume, tonality

Pauses

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Traditional Qualitative: Focus Groups

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Non-Traditional Qualitative: Online

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Online Quali is called „text only“ but....

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Fonts: size+type

CAPITAL letters

Bold/Italic/Underlined

Highlights

Colors for Fonts

Emoticons

!!! ??? … *bb*

Avatars

Profiles

New Language

Photos

Videos

Webcam

Internet

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Emoticons

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:-D

:-0

:-/

:-#

xD

;-)

(*_*)

(U_U)

(^_^)

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Sound and Action Words

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*argh* *ugh*

*hihihi*

*grin*

*rofl*

*!* *!!* *!!!*

*hmmmm*

*...*

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Avatars

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Choice of Avatar

tells about the respondent!

o Animals

o Flowers

o Comics

helps moderator identify respondents

Photos used as avatar

Gives the real image

But data protection issues…

© IKM International Qualitative Research

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Digital Media

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Many ways to include pictures:

Respondents upload

photos/videos

Search the Internet for

appropriate photos (google

images) or videos (youtube)

Mail photos and moderator

uploads

Webcam (real time or

recorded)

Voice Recording (mp3-

uploads)

…

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Probing – Building Rapport

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User Profile

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Picture Sort

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Card Sort

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Fingerpointing

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Fingerpointing and more…

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Show me faces

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Storytelling: Blogging

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Add Visuals, Videos, Websites …

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Add Webcams

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Webcam Group

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Online Qualitative Research

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IKM – International Qualitative Marketing Research

Munich, Germany

Mobile: +49(0)170-8688240

skype: ilkakuhagen

Twitter: ilkakuhagen

@ ilka.kuhagen@ikmarketing.de

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