Chapter 2. Principles of Conversational Design

“Computer literacy . . . is really a euphemism for forcing human beings to stretch their thinking to understand the inner workings of application logic, rather than having software-enabled products stretch to meet people’s usual ways of thinking.”

—Alan Cooper, About Face, Fourth Edition

Unless you’re an artificially intelligent consciousness reading this in the Skynet bookshop, you already know how to be human and sound human. You can’t help it. It’s what we all do, each in our own adroit way.

Most of us have interactions with other humans every single day. The experience can be anything between pleasant and rewarding or awkward and uncomfortable. ...

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