Throughout our lives we develop mental models (internalised mental representations) of the world and our interactions. These representations play a central role in our understanding of the world, enabling us to predict and interact with it. You may have a mental model of a restaurant; what is expected to be found (e.g. plates, food, tables, cutlery), to occur (e.g. ordering food, eating food, paying for that food) and how you should behave there (e.g. etiquette - table manners, tipping etc). Mental models are not purely cognitive as they develop within cultures where learning them is part of our assimilation and socialisation. These mental models are, therefore, affected by previous experiences that are often embedded within cultural contexts (e.g. US tipping culture, Greek plate throwing etc). This means that mental models are not scientifically based but instead incomplete, unstable and often superstitiously based.

In order for us to communicate with others it is important that there is a joint understanding with reference to our mental models. There are, therefore, socially determined mental models that we construct for both verbal (conversation, intonation, pauses) and non-verbal (e.g. body-language, eye contact) communications. Specific communication environments and tasks affect these mental models as well as the relevant social, organisational and cultural norms.

We all assume that in many situations we know the codes of practice (have mental models) of what is acceptable and unacceptable behaviour (e.g. acceptable to clap at the end of a theatre performance but not at the end of a funeral service). However, these codes vary within different cultures and these cultures can vary between organisations, cities or countries. These differences in social codes can relate strongly to many collaboration systems as they cross many organisational, country and cultural boundaries. In the real world moving between different cultures can be difficult but the human ability to adapt enables many of us travelling between different cultures to learn what is acceptable or unacceptable from others within that culture. What is of vital importance, therefore, is for us to receive accurate feedback of what is acceptable and unacceptable within that culture for that specific environment and task. Social cues of norms & pressures are investigated to produce informed knowledge of these acceptable and unacceptable behaviours.

Every perception we have and every action we take is embedded within our experiences and understanding of the social world around us. Yet, social interaction is complex and, although researched for centuries, much of the reasoning behind our social behaviours still eludes us. It is not surprising then, that computer-mediated interactions often develop into a simplification of the real world. However, because users equate mediated life with real life, computer mediated interactions often trigger a wealth of socially determined responses, whether the system designers expected them to occur or not. Within CSCW systems real world metaphors are often used to assist and shape interactions. However, it must be understood that many everyday assumptions we make to help us navigate our everyday life are not supported and are inaccurate within CSCW systems.

The Internet, in particular, covers all continents and thus many cultures and yet it can isolate us from the very social cues that allow us to adapt our behaviours accordingly. Within the virtual world there are often no clear communities with cues from others of what is acceptable or unacceptable behaviour. Many collaborative and communication environments are designed around replicating real world spaces through spatial metaphors. However, these replications often do not produce the socially constructed understanding of place we require for mediating our interactions. Ultimately, many cues can be relayed within a virtual format but much is often missed. Worse than a lack of cues, however, is the presentation of inaccurate cues. If we have an inaccurate mental model of a communication environment we are likely to predict inaccurately its behaviour or act inappropriately.