Why People Hate the Paperclip: Labels, Appearance, Behavior, and Social Responses to User Interface Agents
User interface agents are increasingly used in software products; perhaps the best-known user interface agent is the Microsoft Office Assistant (“Clippy the Paperclip”). This thesis explores why many people have a negative response to the Office Assistant, using a combination of theoretical, qualitative, and quantitative studies. Among the findings were that labels–whether internal cognitive labels…