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Computers and People Series Edited by B. R. GAINES and A. MONK The series is concerned with all aspects of human-computer relationships, including interaction, interfacing modelling and artificial intelligence. Books are interdisciplinary, communicating results derived in one area of study to workers in another. Applied, experimental, theoretical and tutorial studies are included. MONOGRAPHS On Becoming a Personal Scientist: Interactive computer elicitation of personal models of the world, Mildred L. G. Shaw 1980 Communicating with Microcomputers: An introduction to the technology of man-computer communication, Ian H. Witten 1980 The Computer in Experimental Psychology, R. Bird 1981 Recent Advances in Personal Construct Technology, Mildred L. G. Shaw 1981 Principles of Computer Speech,/. H. Witten 1982 Cognitive Psychology of Planning, J.-M. Hoc, 1988 EDITED WORKS Computing Skills and the User Interface, M. J. Coombs andJ. L. Alty (eds) 1981 Fuzzy Reasoning and Its Applications, E. H. Mamdani and B. R. Gaines (eds) 1981 Intelligent Tutoring Systems, D. Sleeman and]. S. Brown (eds) 1982 (1986 paperback) Designing for Human-Computer Communication, M. E. Sime and M. J. Coombs (eds) 1983 The Psychology of Computer Use, T. R. G. Green, S. J. Payne and G. C. van der Veer (eds) 1983 Fundamentals of Human-Computer Interaction, Andrew Monk (ed) 1984, 1985 Working with Computers: Theory versus Outcome, G. C. van der Veer, T. R. G. Green, J.-M. Hoc and D. Murray (eds) 1988 Cognitive Engineering in Complex Dynamic Worlds, E. Hollnagel, G. Mancini and D. D. Woods (eds) 1988 Computers and Conversation, P. Luff, N. Gilbert and D. Fröhlich (eds) 1990 EACE Publications (Consulting editors: Y Waern and J.-M. Hoc) Cognitive Ergonomics, P. Falzon (ed) 1990 Psychology of Programming, J.-M. Hoc, T. R. G. Green, R. Samurçay and D. Gilmore (forthcoming) Computers and Conversation Edited by PAUL LUFF NIGEL GILBERT DAVID FRÖHLICH Social and Computer Sciences Research Group, University of Surrey, Guildford, Surrey UK ACADEMIC PRESS Harcourt Brace Jovanovich, Publishers London San Diego New York Boston Sydney Tokyo Toronto ACADEMIC PRESS LIMITED 24/28 Oval Road, LONDON NW1 7DX United States Edition published by ACADEMIC PRESS INC. San Diego, California 92101-4311 Copyright © 1990 by ACADEMIC PRESS LIMITED This book is printed on acid-free paper All Rights Reserved No part of this book may be reproduced in any form by photostat, microfilm, or any other means without written permission from the publishers British Library Cataloguing in Publication Data Is available ISBN 0-12-459560-X Printed and bound by Hartnolls Limited, Bodmin, Cornwall List of Contributors Graham Button Alison Cawsey Department of Social and Department of Artificial Political Studies, Intelligence, Polytechnic South West, University of Edinburgh, Plymouth, United Kingdom. United Kingdom. Anthony Finkelstein Norman Fraser Department of Computing Social and Computer Sciences Imperial College of Science, Research Group, Technology and Medicine Department of Sociology , University of London, University of Surrey, United Kingdom. United Kingdom. David Fröhlich Hugo Fuks Social and Computer Sciences Department of Computing Research Group, Imperial College of Science, Department of Sociology, Technology and Medicine, University of Surrey, University of London, United Kingdom, United Kingdom. Nigel Gilbert David Good Social and Computer Sciences Research Group, Department of Sociology, University