GRICE’S MAXIM IN FAQ WEB SERVICES
Sukowi Rangga1, Galang Kesatria Tama2 English Literature1
English Education2
Abstract
The aims of this research are to describe how Grice’s conversational maxim formed in FAQ Web Services, and to find maxim’s violations occur in FAQ Web Services. This thesis applies some theories such as Grice’s Cooperative Principles & Conversational Maxim. The method applied in this thesis is qualitative research. In conclusion, there are some implementations and violations of Grice conversational maxim in top three websites chosen (Google, Yahoo, and YouTube). In Google.com, it is found that all conversation fulfills all maxims. But there is a statement that violates maxim of quantity. In Yahoo.com all conversations fulfill maxim of quality, and it is found that only the second conversation deals with maxim of quantity, while the first and third conversations violate this maxim. In maxim of relation, it is found that only the first conversation which does not deal with the maxim, and the second and third fulfill this maxim. In maxim of manner analysis, it is found that the second and third conversations deal with this maxim, while the first conversation does not meet the requirement to fulfill all the rules of maxim of manner. In Youtube.com, all conversations fulfill maxim of quality and maxim of relation. In maxim of quantity analysis, it is found that the second and third conversations violate the maxim, and only the first conversation deals with this maxim. In maxim of manner analysis, it is found that two (second and third) conversations deal with this maxim, while the first conversation does not meet the requirement to fulfill all the rules of maxim of manner.
Key words: Grice Maxim, FAQ, Web Services
INTRODUCTION
The evolution of technology which then results in the usage of the internet (International Network) as a medium of communication becomes very familiar (Suryono et al., 2020).
The internet, which is also known as an innovative invention serves billions of technology users in worldwide (Sari, 2016), (Samsugi, 2017). All people are connected in a social networks linked by a broad array of electronic, wireless and optical networking technologies in a form of voice, audio-visual, or text data (Zahara, 2020). The internet is a network of autonomous networks, and control rests with the various distributed facilities that, together, make up the collaborative resource referred to as the internet (Ahdan &
Susanto, 2021). Some of popular types of communication on the internet are provided in a form of website or programs that are usually known as a Web services on the internet, for example; e-mail, social networking website, chat groups, and the other form of technologies that will always be developed progressively to overcome many variations of people needs about communication on the internet (Tiono & Sylvia, 2004), (Febriantini et al., 2021).
As the time goes by, the number of internet communication service users has continued to grow (Lubis et al., 2019). The ease of communicating through advanced technology which applies the efficiency of time, effort, and money as though it has been hypnotizing the
world community to establish a relationship with high dependence intensity towards the internet services.
This phenomena is strengthened by the fact that current level of computers usage and the internet can be seen to have reached a serious level to support human activities, especially in the aspect of information and communication, for the example: the use of Voice/Video- call, SMS, Electric Mail (E-mail), Electric Book (E-book), Live Chat, or a form of post and comment that serve in the social networking sites (Sucipto & Bandung, 2016).
Web services as a form of business which is dealing with communication on the internet has already concerned in how to conduct an effective communication between providers and users (Ramadhanu & Priandika, 2021). Therefore they provide the terms of consulting service that functions to list various questions and answers that have been commonly asked in some context or pertaining to a particular topic. It can be the definition, function, usage procedures, visions, and missions of the Web services (Riskiono & Darwis, 2020). It also can refer specifically to a single frequently asked question with an intention to facilitate the costumers in using Web services and help them to get more understanding about Web services itself (Styawati et al., 2020).
Form of media which has been mentioned in the passage above is known as FAQ (Frequently asked questions) (Mulyanto et al., 2018). It is a form of service on a website database that is arranged in a form of document containing the information about the Web services that is acquired from frequently asked questions (Rido et al., 2020). Most of the material for this FAQ has originally been written by the official website editors (administrator), but it is also hoped that costumers can submit additional questions if possible. No rule exists about who may or may not compile/write a FAQ. If there is a need for the information contained, your FAQ will be appreciated. This document usually will be updated on a quarterly basis or can be updated more frequently than every quarter if the readers submit questions more intently. The costumers who wish their questions to be placed on a mailing list when the updates occur should contact the editors first and explain the urgency of their questions. After that, the editors will make a consideration for their request. Elaboration on existing answers is also sought, like any publications. The editors may refuse to post any materials that they feels is not of general interest or may edit the materials for style or space consideration (Mandasari & Agusty, n.d.).
The language and communication in FAQ has attracted the writer to conduct a linguistic analysis on this object (Rido, 2019). This situation is related to several issues of languages.
That is why this can be an important part of language and communication analysis. FAQ posted in Web services has an important role that creates the link of communication between costumers and the service providers. The content of information formed in this media is one of the important key factors that prove how this service gives a good contribution and service for the costumers in their Web services or Website. Because of course, all of Web services providers will give the priority about the convenience of costumers in using the service.
Success for communication on FAQ can be based on several factors concerning on the performance of a language that they communicate. This actually can indicate that this all depends on how the formal and logical languages are implemented in FAQ of this Web services procreate the advantages of effective communication (Ayu, 2019). Therefore the researcher eagers to describe how Grice’s maxim applied in FAQ Web Services and to find out what Grice’s maxim violations occur in FAQ Web Services.
LITERATURE REVIEW
In this chapter, some concepts are elaborated, namely cooperative principle and conversational maxims. Conversational maxim and cooperative principle were first coined by an English linguist and philosopher of language Herbert Paul Grice (1983) through his book, entitled Studies in the Way of Words. It becomes the reason why the writer chooses Herbert Paul Grice as the main expert of this research.
Cooperative Principle
The cooperative principle is a theory that rules the conversation, based on a shared principle of cooperation. This statement becomes the key factor of what he concludes that communication is about cooperative behavior (Kuswanto et al., 2020). Thus, both the speakers and the addressees in a speech community have to follow certain rules in order to communicate effectively. As has been stated above, people are directed to be cooperative in communication. They are obliged to answer clearly (manner), to provide truthful answer (quality), to give the right amount of information (quantity), and to directly address their addresses’ intention in asking the question (relation). By obeying those principles, they will achieve an efficient and effective conversation.
Conversational Maxim
In the patterns of cooperative principle, the speakers must be directed to implement four maxims namely, Conversational Maxims (Ahdan et al., 2020). These maxims are expressed to speakers as the rule on how they should contribute information in a logical conversation. Maxims are divided into four Maxims, namely: “Maxim of Quality (truthfulness), Quantity (informativeness), Relation (relevance) and Manner (clarity) which is called as Conversational Maxim (Mandasari & Aminatun, 2019). The following is the elaboration of each maxim. This maxim deals with the quality of information that the speaker gives to his addressee in a form of true contribution which can be proven by the real adequate evidence. The concept of this maxim is to give the right amount of information in conducting a communication. It demands a speaker to give information as informative as required, not too much or even too little. Maxim of relevance is aimed to direct the speakers to say things that are relevant to the topic under the discussion (Kuswoyo et al., 2020), (Yulianti & Sulistyawati, 2021), (Yulianti & Sulistyawati, n.d.).
This maxim is related to the concept of manner in conversation, such as: how to perform expression, to deliver intention, to deliver information, and to produce a servable language toward the addressees in conversation (Fitri & Qodriani, 2016).
Violating Conversational Maxim
Several theories below describe the situation where the violation maxim occurred. This theory will be a guideline for the writer as a parameter in doing an investigation of maxim violations that occurr in the FAQ posted in the Web services (Ramadhanu & Priandika, 2021). Violating maxim is a case that deals with an action done by the speakers which is intentionally or not flouting a maxim. Violating maxim is a case in which the speakers are deliberately do breach maxim that then make the listener radically reinterprets the sentence.
However, for this case, Salomone also states that violating maxim can make the speakers being more dynamically in using a language.
There are several criteria of violation of maxims used as distinguished guidelines, they are:
Maxim Violating the maxims
Quantity
1. If the speaker does circumlocution or not to the point. If the speaker is uninformative
2. If the speaker talks too short 3. If the speaker talks too much 4. If the speaker repeats certain words Quality
1. If the speaker lies or says something that is believed to be false
2. If the speaker does irony or makes ironic and sarcastic statement
3. If the speaker denies something 4. If the speaker distorts information
Relevant
1. If the speaker makes the conversation unmatched with the topic
2. If the speaker changes conversation topic abruptly 3. If the speaker avoids talking about something 4. If the speaker hides something or hides a fact 5. If the speaker does the wrong causality
Manner
1. If the speaker uses ambiguous language 2. If the speaker exaggerates thing
3. If the speaker uses slang in front of people who do not understand it
4. If the speaker’s voice is not loud enough Table 2: Conclussion Table (O= Obeys, V= Violates)
Web Services & FAQ
Web service is a software that connects computers among the world broadly and provide a various kind of services depending on the function and type of those Web services (Damayanti & Sumiati, 2018). Web services is a software system that designed to support interoperable machine-to-machine interaction over a network. It has an interface described in a machine-processable format (specifically Web services Description Language WSDL).
Other systems interact with the Web services in a manner prescribed by its description using SOAP messages, typically conveyed using HTTP (Prastowo et al., 2020).
Figure 1 example of FAQs on Youtube.com
METHOD
This study uses qualitative research as an approach of inquiry. Qualitative methods emphasize aspect of meaning, process and context: the 'why' and the 'how', rather than 'how many. It has to do with formulation of the problem in this thesis which using 'how', not 'how many'. Data are the object of the research in the patterns of the authentic fact information taken from the source (data source), which can be in a form of documents, films, or video tapes (Wahyudin, 2015). Data might consist of interviews and observations but also might include documents, films, or video tapes, and even data that have been quantified for other purposes, such as census data (Satria & Rahardjo, n.d.).
On this paper writer uses FAQ (document's content) as data & FAQ (Web services) as data source, and this study only uses primary data as the object of the analysis, because the data can be directly taken from the target site as mentioned below. The communication used in FAQ which is formed in a composition of question & answer (as the object/data) is correlated to the patterns of Grice's cooperative principle & conversational maxim as the subjects of this thesis. The web services used to gain the data are popular websites (Ayu et al., 2021). Those website are chosen based on Alexa.com, 2011, they are: Google.com, Yahoo.com, Youtube.com (Megawaty, 2020).
The writer takes several procedures to collect the data needed. The data are collected from the data source as mentioned previously, and for this case, the writer applies library research as the proper data collecting technique in which the collected data are treated by the writer in some phases as follows: Accessing the chosen web services (http//www.Google.com, http//www.yahoo.com, and http//www. Youtube.com., going directly to the FAQ services of those three web services, Printing them in a form of Microsoft XPS (a freeware virtual printer (print to file driver) for Microsoft Windows that creates an XPS document file from the print output of an application), Saving the data in a hard disk drive. In this part, research sample need to be clearly explained in this section. It is also necessary to write down techniques for obtaining subjects (qualitative research) and/or sampling techniques (quantitative research). Procedure should be described according to the type of research. How research is carried out and data obtained, needs to
be described in this section. For experimental research, the type of design (experimental design) used should be written in this section. Types of data, how data is collected, with instruments where data is collected, and how technical the collection is, should be explained clearly in this section. Then, how to interpret the data obtained, in relation to problems and research objectives, needs to be explained clearly.
RESULTS AND DISCUSSION Maxim Quality
Conversation I: This conversation fulfills maxim of quality because the FAQ states that Yahoo.com is a medium of global internet communication that is related to the fact about its main function as the email sites provider. According to Drohn, Bierer, Woods, Victory,
& Rapela:
The Yahoo! brand is a highly recognized service on the Internet both in marketing and search services. The marketing strategy to retain customer loyalty and to continue to build brand recognition is to provide top quality customized marketing services through three primary channels of communication: direct, online, and telemarketing. (Drohn, Bierer, Woods, Victory, & Rapela, 2007:30)
Conversation II: This conversation forms maxim of quality because the FAQ gives the answer that has an adequate of evidence, which is based on Yahoo’s history on Drohn, Bierer, Woods, Victory, & Rapela:
Yahoo! Incorporated is an Internet service provider that serves both users and business globally. The company was founded in 1994 by David Filo and Jerry Yang who were attending Stanford University’s PhD program (The History of Yahoo!).
Conversation III: This conversation forms maxim of quality because the FAQ gives the answer that is having an adequate of evidences, that based on Google_Map, 2012 :
Figure 2 Yahoo’s headquarter on Google Map
although the question use “are” that is mean more than one headquarter, but the FAQ answer only one headquarter location in this case they still obeys maxim of quality, because they still answer the true question, the answer only does not gives adequate information.
Maxim Quantity Analysis
Conversation I: This conversation violates maxim of quantity, by giving the contribution that is more informative than required because the answer given is more than what is actually being questioned such as; their achievements in terms of traffic, advertising, household and business user search, and also their reputation on the internet bussiness, the number of their costumers, and the address of their offices in various countries.
Conversation II: This conversation forms maxim of quantity because the FAQ gives the contribution as informative as required. The question is asking about the time and the answer serves it effectively.
Conversation III: This conversation violates maxim of quantity by gives lack of information at the first since the question use “are” which indicates plural (not asking only one headquarter), and then being more informative than is required by gives the information about Phone, and Fax number even though the question is only asking about
“where” that means it is only about the location.
Maxim of Relation Analysis
Conversation I: This conversation does not deal with maxim of relation because the answer given is irrelevant. In other words, this conversation violates maxim of relation, in which the question is actually asking about “what” is yahoo that surely asking about yahoo’s identity, but the answer gives the irrelevant answer by discussing Yahoo’s achievements in terms of traffic, advertising, household and business user search, and also their reputation on the internet bussiness, the number of their costumers, and the address of their offices in various countries.
Conversation II: This conversation fulfills maxim of relation, because the FAQ gives the relevant answer, the question is asking about the time (when) and the answer serves it accurately.
Conversation III: This conversation violates maxim of relation, by giving the unmatched information, since the answer gives the information about Phone, and Fax number which is not being questioned.
Maxim of Manner Analysis Conversation I:
1. Avoid obscurity: This conversation is obscure, because the FAQ is being rambling when giving its answer.
2. Avoid ambiguity: This answer does not contain ambigous information, since all the elements of information do not contain double meanings.
3. Be brief: The question is not briefly answered because the FAQ discusses Yahoo’s achievements in terms of traffic, advertising, household and business user search, and also their reputation on the internet bussiness, the number of their costumers, and the address of their offices in various countries, which are not being questioned.
4. Be orderly: The question is disorderly answered; because the answer gives an excessive and messy answer.
This conversation does not fulfill maxim of manner at all, because the answer does not fulfill all the criteria of maxim of manner.
Conversation II:
1. Avoid obscurity: This answer gives clear information
2. Avoid ambiguity: This answer does not give ambigous information, since all the elements of information do not contain double meanings.
3. Be brief: The question is briefly answered.
4. Be orderly: The question is orderly answered because the answer does not give any messy information.
This conversation fulfills maxim of manner because the answer fulfills all the criteria of maxim of manner.
The maxim of quality in the conversation above serves to make the internet costumers, especially Google’s, Yahoo’s. & Youtube visitors get the accurate information (maxim of quality). It shows that the information is trusted because the FAQ tells the truth based on the fact. Furthermore the other maxim serve to increase the efficiencies of conversation, when the information gives in the right quantity which then helps the costumers easily understand the significance of information (maxim of quantity). The relevance (Maxim of Relation), and the manner (Maxim of Manner) that show in the conversation will ensure the customers that the FAQ professionally give information which can be fully trusted.
CONCLUSION
Having done the analysis in previous chapter, there are some conclusions that can be derived. In google.com the data taken from this web site consist of two questions and answers. It is found that in maxim of quality analysis based on the evidences found, the fulfillment of maxim of quality can be found in the first and second conversation. In maxim of quantity analysis, the first and second conversations obey maxim of quantity, but there is a statement that violates maxim of quantity. In maxim of relation and maxim of manner analysis, both conversations obey the maxim.
In Yahoo.com the data consist of three questions and answers, and the results of the analysis are; in maxim of quality analysis after comparing the sustainability between the information given and the evidences taken from some references the result shows that those three conversations fulfill maxim of quality. In maxim of quantity analysis it is found that only the second conversation forms this maxim, while the rest (the first and third) violate the maxim. In maxim of relation it is found that only the first conversation which does not deal with the maxim, and the rest (second and third) fulfills maxim of relation. In maxim of manner analysis it is found that there are two (second and third) conversations dealing with this maxim, while the first conversation does not meet the requirement to fulfill the maxim of manner.
From Youtube.com there are three questions and answers taken, and the result of the analysis can be concluded as follow in maxim of quality analysis, the fulfillment of this maxim can be found in all of those three conversations. In maxim of quantity analysis it is found that there are two conversations (second and third) that violate the maxim, and only
the first conversation which deals with this maxim. In maxim of relation the result shows all three conversations fulfill maxim of relation. In maxim of manner analysis it is found that all three conversations do not fulfill maxim of manner.
No Web FAQ
Maxim of Quality
Maxim of
Quantity Maxim of Relation
Maxim of Manner
O V O V O V O V
1 Google
1st Conv √ √ √ √
2nd Conv
√ √ √ √
2 Yahoo
1st Conv √ √ √ √
2nd Conv √
√ √ √
3rd Conv
√ √
√ √
3 Youtube
1st Conv √
√
√ √
2nd Conv √
√
√ √
3rd Conv √
√
√ √
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