Investigating technology users' behavior and difficulties in two different multilingual contexts
Abstract
The popularization of computing devices and internet access, especially in developing countries, has driven attention to an increasing number of software users with varied cultural and linguistic backgrounds. Human-Computer Interaction research has thus far considered language communities as static and isolated entities, generally associating them with a specific country. Linguists know, however, that cultures interact and exchange ideas, languages spread across state borders, and individuals often speak two or more languages. For an effective HCI design, developers should consider these social and individual aspects of multilingualism. In this study, we aim to investigate technology users' behavior and difficulties in different multilingual contexts. An online survey has been conducted with multilingual students from two universities: one in Switzerland and the other in Brazil. Analysis of 196 valid responses confirms a high level of multilingualism in general, but higher among students in Switzerland. The types of tasks and the language-related issues reported by the participants varied between the two contexts, indicating that the level of multilingualism impacts users' behavior online. A final discussion summarizes challenges and opportunities for future studies aiming to propose HCI design approaches with a focus on multilingualism.
Keywords:
Human-Computer Interaction, HCI Design, Culture, Multilingual, Multilingualism
References
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Scott A. Hale. 2014. Design for multilinguals: Seemingly simple yet often missed. [link]
Scott A Hale. 2014. Global connectivity and multilinguals in the Twitter network. In Proceedings of the SIGCHI conference on human factors in computing systems. 833–842.
Scott A Hale. 2014. Multilinguals and Wikipedia editing. In Proceedings of the 2014 ACM conference on Web science. 99–108.
Scott A. Hale. 2016. User reviews and language: how language influences ratings. In Proceedings of the 2016 CHI Conference Extended Abstracts on Human Factors in Computing Systems. 1208–1214.
Scott A. Hale and Irene Eleta. 2017. Foreign-language Reviews: Help or Hindrance?. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems. 4430–4442.
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J. Normann Jørgensen. 2008. Polylingual languaging around and among children and adolescents. International Journal of Multilingualism 5, 3 (2008), 161–176.
Janko Jovanovic. 2008. You should never use flags for language choice. [link] (Accessed in May 2024).
Naveena Karusala, Aditya Vishwanath, Aditya Vashistha, Sunita Kumar, and Neha Kumar. 2018. "Only if you use English you will get to more things": Using Smartphones to Navigate Multilingualism. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems. 1–14.
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Suin Kim, Ingmar Weber, Li Wei, and Alice Oh. 2014. Sociolinguistic analysis of Twitter in multilingual societies. In Proceedings of the 25th ACM conference on Hypertext and social media. 243–248.
Tom Kocmi, Eleftherios Avramidis, Rachel Bawden, Ondřej Bojar, Anton Dvorkovich, Christian Federmann, Mark Fishel, Markus Freitag, Thamme Gowda, Roman Grundkiewicz, et al . 2023. Findings of the 2023 conference on machine translation (WMT23): LLMs are here but not quite there yet. In Proceedings of the Eighth Conference on Machine Translation. 1–42.
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Chenjun Ling, Ben Steichen, and Alexander G Choulos. 2018. A comparative user study of interactive multilingual search interfaces. In Proceedings of the 2018 conference on human information interaction & retrieval. 211–220. DOI: 10.1145/3176349.3176383
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Loïc Martínez Normand, Fabio Paternò, and Marco Winckler. 2014. Public policies and multilingualism in HCI. interactions 21, 3 (2014), 70–73. DOI: 10.1145/2598608
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Hans Persson, Henrik Åhman, Alexander Arvei Yngling, and Jan Gulliksen. 2015. Universal design, inclusive design, accessible design, design for all: different concepts—one goal? On the concept of accessibility—historical, methodological and philosophical aspects. Universal Access in the Information Society 14 (2015), 505–526. DOI: 10.1007/S10209-014-0358-Z
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Enrica Piccardo. 2018. Plurilingualism: Vision, conceptualization, and practices. Handbook of research and practice in heritage language education 207 (2018), 225.
UNDP (United Nations Development Programme). 2022. Human Development Report 2021-22. [link] Accessed in January 2024.
ryon Dall’Igna Rodrigues. 1993. Línguas indígenas: 500 anos de descobertas e perdas. DELTA: Documentação E Estudos Em Linguística Teórica E Aplicada 9, 1 (1993), 83–103.
Suzanne Romaine et al. 2001. Bilingualism. (2001).
Lisa Rosenthal and Sheri R Levy. 2010. The colorblind, multicultural, and polycultural ideological approaches to improving intergroup attitudes and relations. Social Issues and Policy Review 4, 1 (2010), 215–246.
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Ben Steichen and Luanne Freund. 2015. Supporting the modern polyglot: A comparison of multilingual search interfaces. In Proceedings of the 33rd annual ACM conference on human factors in computing systems. 3483–3492. DOI: 10.1145/2702123.2702541
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Carolyn Y Wei and Beth E Kolko. 2005. Resistance to globalization: Language and Internet diffusion patterns in Uzbekistan. New Review of Hypermedia and Multimedia 11, 2 (2005), 205–220.
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Simone Ashby, Julian Hanna, Sónia Matos, Callum Nash, and Alexis Faria. 2019. Fourth-wave HCI meets the 21st century manifesto. In Proceedings of the Halfway to the Future Symposium 2019. 1–11. DOI: 10.1145/3363384.3363467
Carlos R Azzoni. 2001. Economic growth and regional income inequality in Brazil. The annals of regional science 35 (2001), 133–152.
Wendy Barber and Albert Badre. 1998. Culturability: The merging of culture and usability. In Proceedings of the 4th Conference on Human Factors and the Web, Vol. 7. 1–10.
Grant Blank and Bianca C Reisdorf. 2012. The participatory web: A user perspective on Web 2.0. Information, Communication & Society 15, 4 (2012), 537–554
li Blevis, Kenny Chow, Ilpo Koskinen, Sharon Poggenpohl, and Christine Tsin. 2014. Billions of interaction designers. Interactions 21, 6 (2014), 34–41. DOI: 10.1145/2674931
Susanne Bødker. 2006. When second wave HCI meets third wave challenges. In Proceedings of the 4th Nordic conference on Human-computer interaction. 1–8. DOI: 10.1145/1182475.1182476
Susanne Bødker. 2015. Third-wave HCI, 10 years later—participation and sharing. Interactions 22, 5 (2015), 24–31. DOI: 10.1145/2804405
Paula Bourges-Waldegg and Stephen AR Scrivener. 1998. Meaning, the central issue in cross-cultural HCI design. Interacting with computers 9, 3 (1998), 287–309. DOI: 10.1016/S0953-5438(97)00032-5
Virginia Braun and Victoria Clarke. 2012. Thematic analysis. American Psychological Association.
Martin Campbell-Kelly, William F. Aspray, Jeffrey R. Yost, Honghong Tinn, and Gerardo Con Díaz. 2023. Globalization. In Computer – A History of the Information Machine (fourth ed.). Routledge, New York, NY, Chapter 13.
A Suresh Canagarajah. 2006. The place of world Englishes in composition: Pluralization continued. College composition and communication (2006), 586–619.
Marilda C Cavalcanti and Terezinha M Maher. 2017. Multilingual Brazil: Language resources, identities and ideologies in a globalized world. Routledge.
Jasone Cenoz. 2013. Defining multilingualism. Annual review of applied linguistics 33 (2013), 3–18.
Peng Chu and Anita Komlodi. 2017. Transearch: A multilingual search user interface accommodating user interaction and preference. In Proceedings of the 2017 CHI conference extended abstracts on human factors in computing systems. 2466–2472. DOI: 10.1145/3027063.3053262
Ariela Fátima Comiotto. 2021. Ensino de línguas minoritárias: Uma revisão de literatura sobre o talian. UniLetras 43 (2021), 1–21. DOI: 10.5212/Uniletras.v.43.18347.2021
Diego Moreira Da Rosa, Maria Luisa Lamb Souto, and Milene Selbach Silveira. 2022. Designing interfaces for multilingual users: a pattern language. In Proceedings of the 27th European Conference on Pattern Languages of Programs. 1–7. DOI: 10.1145/3551902.3551964
Christof Demont-Heinrich. 2005. Language and national identity in the era of globalization: The case of English in Switzerland. Journal of Communication Inquiry 29, 1 (2005), 66–84. DOI: 10.1177/0196859904270001
Carl DiSalvo, Phoebe Sengers, and Hrönn Brynjarsdóttir. 2010. Mapping the landscape of sustainable HCI. In Proceedings of the SIGCHI conference on human factors in computing systems. 1975–1984. DOI: 10.1145/1753326.1753625
David M. Eberhard, Gary F. Simons, and Charles D. Fennig. 2023. Ethnologue: Languages of the world (twenty-sixth ed.). SIL International, Dallas, Texas. Online version: [link].
Irene Eleta and Jennifer Golbeck. 2012. Bridging languages in social networks: How multilingual users of Twitter connect language communities? Proceedings of the American Society for Information Science and Technology 49, 1 (2012), 1–4.
Bert Esselink. 2003. The evolution of localization. The Guide from Multilingual Computing & Technology: Localization 14, 5 (2003), 4–7.
Sergio Firpo and Alysson Portella. 2019. Decline in wage inequality in Brazil: A survey. World Bank Policy Research Working Paper 9096 (2019).
Ofelia García. 2009. Education, multilingualism and translanguaging in the 21st century. In Social justice through multilingual education. Multilingual Matters, 140–158.
Isabela Gasparini, Marcelo S Pimenta, and José Palazzo M De Oliveira. 2011. Vive la différence! a survey of cultural-aware issues in HCI. In Proceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems and the 5th Latin American Conference on Human-Computer Interaction. 13–22.
François Grosjean. 2010. Bilingual: Life and reality. Harvard university press.
Scott A Hale. 2012. Net increase? Cross-lingual linking in the blogosphere. Journal of Computer-Mediated Communication 17, 2 (2012), 135–151.
Scott A. Hale. 2014. Design for multilinguals: Seemingly simple yet often missed. [link]
Scott A Hale. 2014. Global connectivity and multilinguals in the Twitter network. In Proceedings of the SIGCHI conference on human factors in computing systems. 833–842.
Scott A Hale. 2014. Multilinguals and Wikipedia editing. In Proceedings of the 2014 ACM conference on Web science. 99–108.
Scott A. Hale. 2016. User reviews and language: how language influences ratings. In Proceedings of the 2016 CHI Conference Extended Abstracts on Human Factors in Computing Systems. 1208–1214.
Scott A. Hale and Irene Eleta. 2017. Foreign-language Reviews: Help or Hindrance?. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems. 4430–4442.
Nick Haslam. 2017 (Accessed in May 2024). Cultures fuse and connect, so we should embrace polyculturalism. The Conversation (2017 (Accessed in May 2024)). [link]
Brent Hecht and Darren Gergle. 2010. The tower of Babel meets web 2.0: usergenerated content and its applications in a multilingual context. In Proceedings of the SIGCHI conference on human factors in computing systems. 291–300.
Melissa R Ho, Thomas N Smyth, Matthew Kam, and Andy Dearden. 2009. Human-computer interaction for development: The past, present, and future. Information Technologies & International Development 5, 4 (2009), pp–1.
IBGE. 2010. Censo demográfico 2010. Technical Report. Insituto Brasileiro de Geografia e Estatística (IBGE). [link]
W3C Internationalization. 2024. Internationalization techniques: Authoring web pages. [link] (Accessed in May 2024).
Richard (ed.) Ishida. 2005. Authoring Techniques for XHTML & HTML Internationalization: Specifying the language of content 1.0. Working Draft. W3C. [link]
SO_9241-210:2019(en). 2019. Ergonomics of human-system interaction – Part 210: Human-centred design for interactive systems. Standard. International Organization for Standardization (ISO). [link]
Roger Johansson. 2006. Indicating language choice: flags, text, both, neither? [link] (Accessed in May 2024).
J. Normann Jørgensen. 2008. Polylingual languaging around and among children and adolescents. International Journal of Multilingualism 5, 3 (2008), 161–176.
Janko Jovanovic. 2008. You should never use flags for language choice. [link] (Accessed in May 2024).
Naveena Karusala, Aditya Vishwanath, Aditya Vashistha, Sunita Kumar, and Neha Kumar. 2018. "Only if you use English you will get to more things": Using Smartphones to Navigate Multilingualism. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems. 1–14.
Robin DG Kelley. 1999. The people in me. Utne Reader 95 (1999), 79–81.
Suin Kim, Ingmar Weber, Li Wei, and Alice Oh. 2014. Sociolinguistic analysis of Twitter in multilingual societies. In Proceedings of the 25th ACM conference on Hypertext and social media. 243–248.
Tom Kocmi, Eleftherios Avramidis, Rachel Bawden, Ondřej Bojar, Anton Dvorkovich, Christian Federmann, Mark Fishel, Markus Freitag, Thamme Gowda, Roman Grundkiewicz, et al . 2023. Findings of the 2023 conference on machine translation (WMT23): LLMs are here but not quite there yet. In Proceedings of the Eighth Conference on Machine Translation. 1–42.
Jukka Korpela. 2016. Flag as a symbol of language – stupidity or insult? [link] (Accessed in May 2024).
Jonathan Lazar, Jinjuan Heidi Feng, and Harry Hochheiser. 2017. Research methods in human-computer interaction (second ed.). Morgan Kaufmann.
Aoife Lenihan. 2011. Join our community of translators: Language ideologies and/in Facebook. In Digital discourse: Language in the new media, Crispin Thurlow and Kristine Mroczek (Eds.). Oxford University Press, Oxford, 48–64.
Chenjun Ling, Ben Steichen, and Alexander G Choulos. 2018. A comparative user study of interactive multilingual search interfaces. In Proceedings of the 2018 conference on human information interaction & retrieval. 211–220. DOI: 10.1145/3176349.3176383
Dante Lucchesi. 2012. A diferenciação da língua portuguesa no Brasil e o contato entre línguas. Estudos de Lingüística Galega, 4 (2012), 45–64.
Julie McDonough Dolmaya. 2017. Expanding the sum of all human knowledge: Wikipedia, translation and linguistic justice. The Translator 23, 2 (2017), 143–157.
Don Norman. 2013. The design of everyday things: Revised and expanded edition. Basic Books.
Loïc Martínez Normand, Fabio Paternò, and Marco Winckler. 2014. Public policies and multilingualism in HCI. interactions 21, 3 (2014), 70–73. DOI: 10.1145/2598608
FDFA (Federal Department of Foreign Affairs). 2024 (accessed January 2024). Language – facts and figures. [link]
James Offer. 2024. Why flags do not represent languages. [link]. (Accessed in May 2024).
Tim O’reilly. 2009. What is web 2.0? O’Reilly Media, Inc.
Evangelos Papalexakis and A Seza Doğruöz. 2015. Understanding multilingual social networks in online immigrant communities. In Proceedings of the 24th International Conference on World Wide Web. 865–870.
Hans Persson, Henrik Åhman, Alexander Arvei Yngling, and Jan Gulliksen. 2015. Universal design, inclusive design, accessible design, design for all: different concepts—one goal? On the concept of accessibility—historical, methodological and philosophical aspects. Universal Access in the Information Society 14 (2015), 505–526. DOI: 10.1007/S10209-014-0358-Z
Enrica Piccardo. 2013. Plurilingualism and curriculum design: Toward a synergic vision. Tesol Quarterly 47, 3 (2013), 600–614
Enrica Piccardo. 2018. Plurilingualism: Vision, conceptualization, and practices. Handbook of research and practice in heritage language education 207 (2018), 225.
UNDP (United Nations Development Programme). 2022. Human Development Report 2021-22. [link] Accessed in January 2024.
ryon Dall’Igna Rodrigues. 1993. Línguas indígenas: 500 anos de descobertas e perdas. DELTA: Documentação E Estudos Em Linguística Teórica E Aplicada 9, 1 (1993), 83–103.
Suzanne Romaine et al. 2001. Bilingualism. (2001).
Lisa Rosenthal and Sheri R Levy. 2010. The colorblind, multicultural, and polycultural ideological approaches to improving intergroup attitudes and relations. Social Issues and Policy Review 4, 1 (2010), 215–246.
Luciana Salgado, Roberto Pereira, and Isabela Gasparini. 2015. Cultural issues in HCI: challenges and opportunities. In Human-Computer Interaction: Design and Evaluation: 17th International Conference, HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings, Part I 17. Springer, 60–70.
Kevin Scannell. 2012. Translating Facebook into endangered languages. In Proceedings of the 16th Foundation for Endangered Languages Conference. 106–110.
Sergushkin.com. 2023. What is wrong with flag icons for languages, according to UX designers? [link] (Accessed in May 2024).
Ben Steichen and Luanne Freund. 2015. Supporting the modern polyglot: A comparison of multilingual search interfaces. In Proceedings of the 33rd annual ACM conference on human factors in computing systems. 3483–3492. DOI: 10.1145/2702123.2702541
Ben Steichen, Chenjun Ling, and Silvia Figueira. 2023. Multilingual News Search— A Comparative User Study of Desktop and Mobile Interfaces. International Journal of Human-Computer Interaction (2023), 1–16. DOI: 10.1080/10447318.2023.2238978.
Agnieszka Stępkowska. 2019. Swiss multilingualism: A historical background to language policy. Studies in Logic, Grammar and Rhetoric 59, 1 (2019), 69–84. DOI: 10.2478/slgr-2019-0029
Luciana Raccanello Storto. 2019. Línguas indígenas: tradição, universais e diversidade. (2019).
Daniel Stotz. 2006. Breaching the peace: Struggles around multilingualism in Switzerland. Language Policy 5 (2006), 247–265. DOI: 10.1007/s10993006-9025-4
G. R. Tucker. 1998. A global perspective on multilingualism and multilingual education. In Beyond bilingualism: multilingualism and multilingual education, Jasone Cenoz and Fred Genesse (Eds.). Multilingual Matters, Bristol, Chapter 1, 3–15.
Steven Vertovec. 2007. Super-diversity and its implications. Ethnic and racial studies 30, 6 (2007), 1024–1054.
Carolyn Y Wei and Beth E Kolko. 2005. Resistance to globalization: Language and Internet diffusion patterns in Uzbekistan. New Review of Hypermedia and Multimedia 11, 2 (2005), 205–220.
Lee Wei. 2000. The bilingualism reader. Vol. 11. Routledge London.
John Yunker. 2010. The Art of the Global Gateway: Strategies for successful multilingual navigation. Byte Level Books.
John Yunker. 2018. It’s time for your website to go flag free. [link] (Accessed in May 2024).
Published
2024-11-07
How to Cite
DA ROSA, Diego Moreira; GUEDES, Leandro Soares; LANDONI, Monica; SILVEIRA, Milene.
Investigating technology users' behavior and difficulties in two different multilingual contexts. In: BRAZILIAN SYMPOSIUM ON HUMAN FACTORS IN COMPUTATIONAL SYSTEMS (IHC), 23. , 2024, Brasília/DF.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 339-350.
