Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities

Autor: Brittany Andersen, James E. Katz, Jill Walsh, Jacob Groshek
Rok vydání: 2018
Předmět:
media equation theory
Process (engineering)
Computer science
Internet privacy
Exploratory research
interaktive Medien
social robots
ddc:070
lcsh:Communication. Mass media
Interactive
electronic Media
Automatisierung
Interactive voice response
computervermittelte Kommunikation
Agency (sociology)
Kommunikationstechnologie
Social media
Roboter
Set (psychology)
computer-mediated communication
interaktive
elektronische Medien
theory of mind
News media
journalism
publishing
automation
communication behavior
business.industry
communication
Communication
computer mediated communication (CMC)
interactive voice response systems (IVRs)
power in communication
robot
Kommunikation
lcsh:P87-96
interactive media
communication technology
Kommunikationsverhalten
Publizistische Medien
Journalismus
Verlagswesen
Computer-mediated communication
business
Interactive media
Zdroj: Media and Communication
Multidisciplinary Studies in Media and Communication
Media and Communication, Vol 6, Iss 3, Pp 60-68 (2018)
Popis: In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot-like systems in order to achieve their needs through mediated customer service interfaces. To understand this process, we carried out three focus groups sessions along with 50 in-depth interviews. Strikingly we found that people perceive (correctly or not) that interactive voice response customer service technology is set up to deter them from pursuing further contact. And yet, for the most part, people were unwilling to simply give up on the goals that motivated their initial contact. Consequently, they had to innovate ways to communicate with the automated systems that essentially serve as gatekeepers to their desired ends. These results have implications for communication theory and system design, especially since these systems will be increasingly presented to consumers as social media affordances evolve.
Databáze: OpenAIRE
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