<p>In the use of medication and pharmaceutical products, non‐compliance is a major problem. One thing we can do something about is making sure consumers have the information they need. This thesis investigates how remote communication technology can be used to improve the availability for expressive advice‐giving services. Special attention is given to the balancing of expressiveness and availability. A solution is presented that uses 3D visualisation in combination with audio and video communication to convey advice on complex pharmaceutical products. The solution is tested and evaluated in two user studies. The first study is broad and explorative, the second more focused and evaluative. The solution was well received by participating subjects. They welcomed the sense of personal contact that seeing the communicating party over video link produced and appreciated the expressive power and pedagogical value of the 3D materials. Herbert Clark’s theory of use of language is suggested as a framework for the analysis of the dynamics of the relationship between</p><p>consumer and advisor.</p> / Report code: LiU-Tek-Lic-2008:31.

In the use of medication and pharmaceutical products, non‐compliance is a major problem. One thing we can do something about is making sure consumers have the information they need. This thesis investigates how remote communication technology can be used to improve the availability for expressive advice‐giving services. Special attention is given to the balancing of expressiveness and availability. A solution is presented that uses 3D visualisation in combination with audio and video communication to convey advice on complex pharmaceutical products. The solution is tested and evaluated in two user studies. The first study is broad and explorative, the second more focused and evaluative. The solution was well received by participating subjects. They welcomed the sense of personal contact that seeing the communicating party over video link produced and appreciated the expressive power and pedagogical value of the 3D materials. Herbert Clark’s theory of use of language is suggested as a framework for the analysis of the dynamics of the relationship between consumer and advisor. / <p>Report code: LiU-Tek-Lic-2008:31.</p>