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Chatbot-based Emotion Management for Distributed Teams: A Participatory Design Study

Benke, Ivo 1; Knierim, Michael T. 1; Maedche, Alexander 1
1 Karlsruher Institut für Technologie (KIT)

Abstract (englisch):

Fueled by the pervasion of tools like Slack or Microsoft Teams, the usage of text-based communication in distributed teams has grown massively in organizations. This brings distributed teams many advantages, however, a critical shortcoming in these setups is the decreased ability of perceiving, understanding and regulating emotions. This is problematic because better team members’ abilities of emotion management positively impact team-level outcomes like team cohesion and team performance, while poor abilities diminish
communication flow and well-being. Leveraging chatbot technology in distributed teams has been recognizedas a promising approach to reintroduce and improve upon these abilities. In this article we present three chatbotdesigns for emotion management for distributed teams. In order to develop these designs, we conductedthree participatory design workshops which resulted in 153 sketches. Subsequently, we evaluated the designs following an exploratory evaluation with 27 participants. Results show general stimulating effects on emotion awareness and communication efficiency. Further, they report emotion regulation and increased compromise facilitation through social and interactive design features, but also perceived threats like loss of control. ... mehr

DOI: 10.1145/3415189
Zitationen: 18
Zitationen: 17
Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Publikationsmonat/-jahr 10.2020
Sprache Englisch
Identifikator ISSN: 2573-0142
KITopen-ID: 1000123858
Erschienen in Proceedings of the ACM on human-computer interaction
Verlag Association for Computing Machinery (ACM)
Band 4
Heft CSCW2
Seiten Article No.: 118
Schlagwörter emotion management, chatbot, team communication, participatory design
Nachgewiesen in Scopus
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