Master's Thesis by Nick Andrew Quagliara
at the Human-Computer Interaction Design program at Indiana University

Abstract
Massively multi-user online worlds have often been described as social environments. MMOs have evolved from early text-based worlds as seen in MUDs (multi-user dungeons) to modern 3D graphical MMOs such as World of WarCraft. The means to communicate through chat in these environments, however, have not evolved likewise. Do these chat communication interfaces support the types of interactions that users desire?

Furthermore, do the current interfaces, which rely on prior experience with MMOs, inadvertently frustrate new players to the point that they stop playing? A three-tiered approach was taken to understanding chat communication interfaces in MMOs. First, a content analysis of chat communication was conducted utilizing Bales Interaction Process Analysis. Second, the chat communication interfaces of ten modern MMOs were evaluated. Lastly, a focus group of users was held to gauge their impressions of chat communication interfaces in MMOs. The result of this study is a set of heuristics that can be applied toward the design of future chat communication interfaces.