Adding 'Character' to Online Learning

When I talk about using Agents (or Avatars) in online courses, people sometimes give me a horrified look. I can almost see the shadow of Microsoft's Clippy in their eyes.

For those lucky enough to not to know Clippy, he was an obtrusive, paperclip-shaped help agent that would appear (at the most inopportune times) when using Microsoft Office applications. Clippy was notoriously hard to turn off and was exceedingly annoying. He was a good concept, just badly executed (Sorry Microsoft!). This has scared many people away from the idea of using Agents in learning.

But what exactly are Agents?

The primary purpose of an Agent in eLearning is to provide information or guidance via a humanized image. You might also see them referred to mentors or avatars, depending on the context.

They can be as simple as a person's head on screen or as complex as a 3D interactive character. Agents usually speak but are occasionally used with speech bubbles (think comics). They often provide feedback or coaching to a learner in online courses.

I don't think we should be afraid of Agents in learning provided that we follow a few simple guidelines. (Remember, there are exceptions to most rules.)

Relevance – The most important question you should ask is: Why do I want to use an Agent? Generally, you will find agents are used to provide feedback or additional content information. A good rule is: If it doesn't add to the learning experience, don't use an Agent. An annoying or purposeless Agent will quickly annoy and cause the learner to lose interest in the content.

Keep it short, where possible – You might want to avoid having an Agent provide the primary content. One of the benefits of online learning is that individuals can proceed at their own pace. By keeping the Agent content short and unobtrusive, the learner can still experience the benefits of the Agent without the annoyance.

Use human attributes - I often joke about using a piece of toast with eyes as an Agent. Of course, I'd never do it (well maybe I would)...but my point is that studies have shown that people react positively to any object that has human qualities.

For example, SpongeBob SquarePants has eyes, a mouth, and talks. Studies have shown that we are programmed to recognize facial cues. This is what allows learners to suspend their disbelief and give credence to information provided by a talking yellow sponge.

Keep it conversational - People respond better to conversational tones. Inclusive language such 'we' or 'us' can also help break down barriers between the Agent and the learner.

If you are considering using Agents, I would recommend that you do a quick internet search. There is no shortage of academic and commercial links that can help you explore the topic further. Here are a couple to start you in the right direction:

A great overview is elearning and the Science of Instruction by Clark and Mayer. They address the importance of conversational speech when using Agents.

Amy Baylor at Florida State University has looked the effectiveness of using various types of agents, both human and non-human. Her paper, The Impact of Pedagogical Agent Image on Affective Outcomes provides guidance for use of Agents.

Good luck!

Alistair Robertson is an Instructional Designer at dominKnow.