Bob Moore is a Research Staff Member at IBM Research-Almaden, where he examines the intersection of human conversation and technology. Currently, he is developing a methodology for Conversational UX Design that applies the formal, qualitative models of natural human conversation, from the field of Conversation Analysis, to the design of conversational interfaces. He has developed a general Natural Conversation Framework, also implemented on the IBM Watson Conversation service, which defines a set of conversational UX patterns.
In addition to conversational systems, Bob explores the use of automated transcription technologies in the practice of Conversation Analysis research. With automated transcription, conversation analysts may be able to scale their methods to better exploit today's big conversational data. However, current transcription technologies still lack robustness under many conditions and lack capabilities for capturing many aspects for naturally occurring talk, which conversation analysts require. Hence, automated transcription technologies offer only a partial solution for the conversation analyst.
In the past Bob has worked as a research scientist at Yahoo! Labs and at the Xerox Palo Alto Research Center (PARC) and as a game designer at The Multiverse Network. Bob's past research includes studies of user interaction with search engines using eye-tracking, avatar-mediated interaction in virtual worlds, face-to-face interaction in print shops, work practices in automobile assembly plants and telephone-mediated interaction in survey call centers. Bob holds Ph.D., M.S. and B.A. degrees in sociology with concentrations in ethnomethodology, Conversation Analysis and ethnography.
SELECTED PUBLICATIONS & TALKS
Moore, Robert J. and Raphael Arar. 2019. Conversational UX Design: A Practitioner's Guide to the Natural Conversation Framework. Association for Computing Machinery, New York. DOI: 10.1145/3304087.
Moore, Robert J. 2019. Conversational UX: A Natural Conversation Framework for Design. (Keynote.) UX Burlington. Burlington, VT, May.
Moore, Robert J., Margaret H. Szymanski, Raphael Arar and Guang-Jie Ren (eds.) 2018. Studies in Conversational UX Design. Cham: Springer.
Moore, Robert J., Raphael Arar, Guang-Jie Ren, Margaret H. Szymanski. 2017. Conversational UX Design. CHI'17 Extended Abstracts, Denver, CO, May.
Moore, Robert J. and Raphael Arar. 2017. Applying Science to Conversational UX Design. SXSW 2017. Austin, TX, March.
Moore, Robert J., Rafah Hosn and Ashima Arora. 2016. The Machinery of Natural Conversation and the Design of Conversational Machines: Applying Models from Conversation Analysis to Conversational UX Design. American Sociological Association annual meeting. Seattle, August.
Moore, Robert J. 2015. Automated Transcription and Conversation Analysis. Research on Language and Social Interaction, 48(3), Pp. 253-270.
Moore, Robert J. 2013. Ethnomethodology and Conversation Analysis: Empirical Approaches to the Study of Digital Technology in Action. Handbook of Digital Technology Research. Sara Price, Carey Jewitt and Barry Brown (eds.) SAGE. Pp. 217-235.
Moore, Robert J. 2013. A Name Is Worth A Thousand Pictures: Referential Practice in Human Interactions with Internet Search-Engines. Mobile Speech and Advanced Natural Language Solutions, Amy Neustein and Judith A. Markowitz (eds.) New York: Springer, Pp. 259-286.
Moore, Robert J. and Elizabeth F. Churchill. 2011. Computer Interaction Analysis: Toward an Empirical Approach to Understanding User Practice and Eye Gaze in GUI-Based Interaction. Computer Supported Cooperative Work. 20:497-528.
Moore, Robert J., Elizabeth F. Churchill and R. G. Prasad Kantamneni. 2011. Three Sequential Positions of Query Repair in Interactions with Internet Search Engines. In Proceedings of CSCW 2011, New York: ACM, Pp. 415-424.
Moore, Robert J, Jack Whalen and Cabell Gathman. 2010. The work of the work order: Document practices in face-to-face service encounters. In N. Llewellyn and J. Hindmarsh (Eds) Organisation, interaction and practice: Studies in ethnomethodology and conversation analysis. Cambridge: Cambridge University Press, Pp. 172-197.
Moore, Robert J., Cabell Gathman and Nicolas Ducheneaut. 2009. From 3D Space to Third Place: The Social Life of Small Virtual Spaces. Human Organization, 68(2), Pp. 230-240.
Ducheneaut, Nicolas, Robert J. Moore, Lora Oehlberg, Jim D. Thornton and Eric Nickell. 2008. SocialTV: Designing for distributed, social television viewing. International Journal of Human-Computer Interaction, 24(2).
Moore, Robert J. 2008. When Names Fail: Referential Practice in Face-to-face Service Encounters. Language in Society, 37(3), Pp. 385-413.
Moore, Robert J., Cabell Gathman, Nicolas Ducheneaut and Eric Nickell. 2007. Coordinating Joint Activity in Avatar-mediated Interaction. Proceedings of CHI 2007. New York: ACM. Pp. 21-30.
Ducheneaut, Nicolas, Nick Yee, Eric Nickell and Robert J. Moore. 2007. The Life and Death of Online Gaming Communities: A Look at Guilds in World of Warcraft. Proceedings of CHI 2007. New York: ACM. Pp. 839-848.
Moore, Robert J., Nicolas Ducheneaut and Eric Nickell. 2007. Doing Virtually Nothing: Awareness and Accountability in Massively Multiplayer Online Worlds. Computer Supported Cooperative Work 16:265-305.
Ducheneaut, Nicolas, Robert J. Moore, and Eric Nickell. 2007. Virtual "Third Places": A Case Study of Sociability in Massively Multiplayer Games. Computer Supported Cooperative Work 16:129-166.
Ducheneaut, Nicolas, Nick Yee, Eric Nickell and Robert J. Moore. 2006. Alone Together? Exploring the Social Dynamics of Massively Multiplayer Games. Proceedings on human factors in computing systems (CHI2006) (pp.407-416). April 22-27, Montreal, PQ, Canada.
Ducheneaut, Nicolas and Robert J. Moore. 2005. More than just xp: Learning social skills in multiplayer online games. Interactive Technology and Smart Education.Vol. 2, Issue 2, pp. 89-100.
Moore, Robert J. 2004. Managing Troubles in Answering Survey Questions: Respondents' Uses of Projective Reporting. Social Psychology Quarterly. Vol. 67, No. 1, pp. 50-69.
Whalen, Marilyn R., Jack Whalen, Robert J. Moore, Geoffrey Raymond, Margaret Szymanski & Erik Vinkhuyzen. 2004. Studying Workscapes as a Natural Observational Discipline. Discourse and Technology: Multimodal Discourse Analysis. Phillip LeVine & Ron Scollon (eds.) Georgetown University Press: Washington, DC. Pp. 208-229.
Moore, Robert J. and Douglas W. Maynard. 2002. Achieving Understanding in the Standardized Survey Interview: Repair Sequences. In Douglas W. Maynard, Hanneke Houtkoop-Steenstra, Nora Cate Schaeffer, and Johannes van der Zouwen (eds.) Standardization & Tacit Knowledge: Interaction and Practice in the Survey Interview. John Wiley & Sons, Inc.: New York. Pp. 281-311.