Is Empathy the Key? Effective Communication via Instant Messaging

Instant Messaging (IM) has become an effective and convenient way for many to chat in real-time, over a distance with friends, family, student peers and colleagues. Messaging Tools such as Microsoft’s MSN® Messenger or Yahoo!® Messenger typically support text chat, show a picture of each interlocutor, and allow exchanging emoticons which are small emotional icons representing ones feelings. In this paper, we investigate how different ways of visualising such emotions affect the experience of an IM user. We created a two-person messaging application that represents each interlocutor as a 3D character, or avatar, capable of expressing emotion through facial expressions. Results obtained strongly suggest that emotional expressiveness in avatars increases involvement in the interaction between the participants. This has a positive effect on their subjective experience. Further, we identify empathy as a key component for creating a more enjoyable experience and greater harmony between spatially separated people communicating via IM technology. Directions for future research are outlined.