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The Elements of Voice First Style
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The Elements of Voice First Style
by Ahmed Bouzid, Weiye Ma
The Elements of Voice First Style
Preface
Who Should Read This Book?
Why We Wrote This Book
Navigating This Book
1. The Elements of Conversation
The Ontology of Conversations
The Conversational Actions
Start Conversation
Articulate content
Offer Turn
Request Turn
Cede Turn
Retain Turn
Seize Turn
Interrupt
Pause
Resume after Pause
Repeat
Start Over
Terminate
The Conversational States
The Internal Conversational Context
Conversational Signalling
Signaling States
Signaling Transitions
2. The Rules of Conversation
The Cooperative Principle
The Maxim of Quality
The Maxim of Quantity
The Maxim of Relevance
The Maxim of Manner
3. The Basic Tenets
1. The voicebot is not a human
2. The voicebot should be as smart as the data that it has -- and no more!
3. The voicebot should be consistent
4. The voicebot should be transparent
5. The voicebot should behave respectfully
4. The Extra-Conversational Context
1. The State of The User
2. The Physical Context
3. The Social Context
4. The Recent Context
5. User Patterns
6. User-base Patterns
5. The UI-Use Case Fit
An Illustrative Use Case
Some basic heuristics
6. The Elements of Starting
1. Be brief
2. Use an audio icon
3. Drop the “Welcome to...”
4. Never ever say, “Please listen carefully as our options have changed”
5. Have the voicebot refer to itself in the first person
6. Drop “You can interrupt me at any time”
7. Keep the origination context in mind
8. Remember the user’s preferences
9. Anticipate user-specific requests
10. Anticipate general user-base requests
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