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This study investigates the influence of interaction mode on the information order in a human-computer natural dialogue. Spoken and written interactions were compared using a real natural language information retrieval system. In two experiments, participants performed several task-oriented dialogue scenarios either with a phone or a Web interface. The goal was to locate restaurants with specific characteristics among these present in a database. A typical information order emerged for restaurant search (food type, location, and price) whatever the dialogue mode. However, the amount of information was higher in the written than in the spoken mode. The structure of utterances in service dialogue appears to follow canonical ordering. This order can be used for optimize the system feedback.

The aim of this study was to explore modal transfer effect with the use of retrieval information system. Forty-eight participants took part in a series of twelve tasks with a dialogue system presented either in the written or the spoken mode during the first six dialogues. The next six dialogues were then presented either in the same interaction mode or in another mode. The analysis of the results showed a changing of interaction mode reduced efficiency. Moreover, beginning by oral mode had a positive effect on the next interactions with both oral and written modes. The implications of the results are briefly discussed depending modality effects on natural language dialogue interaction.