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Inattentive, imprudent and inapt: discovering inadequacies of ICT during life-changing events through the lens of non-users
Behaviour & Information Technology ( IF 3.7 ) Pub Date : 2020-06-03 , DOI: 10.1080/0144929x.2020.1772879
Mauro Cherubini 1 , Luca Reut 1 , James Tyler 1 , Martin Ortlieb 2
Affiliation  

ABSTRACT

Life-changing events (or LCEs) can alter a person's status quo and threaten well-being. Previous research investigated distinct LCEs, where participants already used technology routinely. This paper reports the results of two field studies through which we compared supports people refer to when experiencing different LCEs. Together with users of technology, our sampling included participants who specifically did not refer to online services and tools to seek help during their LCE. We found that popular services people refer to are inattentive to the needs of people experiencing an LCE as they do not allow forms of progressive engagement and disclosure within the service. We also found that popular services are imprudent as their design might expose users experiencing an LCE to more sources of stress. Finally, we found that these services are inapt to support these users as they do not provide direct forms of interactions with experts.



中文翻译:

粗心、轻率和不恰当:通过非用户的视角在改变生活的事件中发现 ICT 的不足

摘要

改变生活的事件(或 LCE)可以改变一个人的现状并威胁到幸福。之前的研究调查了不同的 LCE,参与者已经在这些地方经常使用技术。本文报告了两项实地研究的结果,通过这些研究,我们比较了人们在经历不同 LCE 时所参考的支持。与技术用户一起,我们的抽样对象包括在 LCE 期间没有特别提及在线服务和工具来寻求帮助的参与者。我们发现,广受欢迎的服务人员是指有不留神以人经历LCE的需要,因为他们不允许在服务中逐步参与和公开的形式。我们还发现流行的服务是轻率的因为他们的设计可能会使经历 LCE 的用户面临更多压力来源。最后,我们发现这些服务不适合支持这些用户,因为它们不提供与专家的直接交互形式。

更新日期:2020-06-03
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