We should write or acquire software that delivers messages directly to users, whether on CRTs or on reports, in conversational, polite, and friendly sentences. Second, we should write or acquire software that compliments our users. I'm not sure how I feel about the grades from the Palo Alto Utilities computer. But, it's probably more trouble than it's worth. Ideally, and Carnegie emphasizes this, we should all internalize these behaviors and do them sincerely.
Authentic behavior is far better than insincere manipulation.
But, Nass and Reeves work shows us that, unconsciously, we respond even to obviously programmed inanimate devices, and that is totally consistent with the fact that we respond also to the scripts that Carnegie offers. Carnegie's advice is powerful stuff. At a very deep level, Nass and Reeves's studies of technology tells us yet again of our common and persistent humanity. I'd love to hear of examples of this type of work in information technology.