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Chatbot-based Emotion Management for Distributed Teams: A Participatory Design Study [in press]

Benke, Ivo; Knierim, Michael T.; Maedche, Alexander

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 recognized
as a promising approach to reintroduce and improve upon these abilities. In this article we present three chatbot
designs for emotion management for distributed teams. In order to develop these designs, we conducted
three 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
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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
Schlagwörter emotion management, chatbot, team communication, participatory design
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