Dissertation Information for Jocelyn DeAngelis WilliamsNAME:
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SCHOOL: ADVISORS: COMMITTEE MEMBERS: MPACT Status: Fully Complete Title: Friction in Computer-Mediated Communication: An Unobtrusive Analysis of Face-Threats and Interaction in Service Encounters Abstract: This dissertation studies computer-mediated communication (CMC), in which interpersonal communication content between library users and reference librarians who engaged in service encounters is evaluated. The computer-mediated form of reference services, called virtual reference (VR), was the context for this research. In the CMC research, the analysis of naturally occurring interactions, analysis of face-work, face threat and friction, and impacts of identity on and in face threatening situations are not well represented. This study applied face-work (Goffman, 1967), Politeness Theory (Brown & Levinson, 1978; 1987) and social identity model of deindividuation effects (SIDE) (Lea & Spears, 1992) to virtual interactions to analyze transcripts that contained friction. The term friction was used to frame interactions that contain real or inferred elements of discord, incivility, impoliteness, or other factors that may detract from a positive working relationship between VR users and VR librarians. |
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