Towards Chatbots to Support Bibliotherapy Preparation and Delivery

Patrick McAllister; James Kerr; Michael McTear; Maurice Mulvenna; RR Bond; Karen Kirby; Joseph Morning; Danni Glover

doi:10.1007/978-3-030-39540-7_9

Towards Chatbots to Support Bibliotherapy Preparation and Delivery

Patrick McAllister, James Kerr, Michael McTear, Maurice Mulvenna, RR Bond, Karen Kirby, Joseph Morning, Danni Glover

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Abstract

Chatbots have become an increasingly popular choice for organisations in delivering services to users. Chatbots are beginning to become popular in mental health applications and are being seen as an accessible strategy in delivering mental health support alongside clinical/therapy treatment. The aim of this exploratory study was to investigate initial perceptions of the use and acceptance/adoption of text based chatbots by bibliotherapy facilitators and to also investigate perceptions of bibliotherapy facilitators using a bibliotherapy support chatbot through usability testing. Interviews were conducted to explore the relationship of bibliotherapy facilitators with chatbots, facilitators were then asked to complete a usability study using an early prototype chatbot. Post interviews were also conducted after usability study to discuss further improvements and requirements. Analysis of the interview transcripts reveal that bibliotherapy facilitators were keen on using chatbots to guide them in preparing for their bibliotherapy session for preparation and delivery. Facilitators stated that the reliability of the chatbot was a concern in relation to chatbot content and it is important to ensure that meaningful and quick conversational exchanges are designed. Analysis of the interview transcripts also stressed the importance of encoding a personality into the chatbot along with appropriate content to effectively guide facilitators. Facilitators stressed that appropriate onboarding and affordance measures should be integrated into the system to ensure that users are able to correctly interact chatbot and to understand the purpose of the chatbot as well as using personalisation for meaningful conversational exchanges.

Original language	English
Title of host publication	Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers
Subtitle of host publication	Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers
Editors	Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie Lai-Chong Law, Ole-Christoffer Granmo, Ewa Luger, Petter Bae Brandtzaeg
Place of Publication	Switzerland
Publisher	Springer Nature
Pages	127-142
Number of pages	16
Volume	11970
Edition	LNCS
ISBN (Electronic)	978-3-030-39540-7
ISBN (Print)	978-3-030-39539-1
DOIs	https://doi.org/10.1007/978-3-030-39540-7_9
Publication status	Published - 19 Jan 2020

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	11970 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Keywords

Bibliotherapy
Chatbots
Conversation
Mental health

Access to Document

10.1007/978-3-030-39540-7_9

Link to publication in Scopus

Fingerprint Dive into the research topics of 'Towards Chatbots to Support Bibliotherapy Preparation and Delivery'. Together they form a unique fingerprint.

Cite this

McAllister, P., Kerr, J., McTear, M., Mulvenna, M., Bond, RR., Kirby, K., ... Glover, D. (2020). Towards Chatbots to Support Bibliotherapy Preparation and Delivery. In A. Følstad, T. Araujo, S. Papadopoulos, E. Lai-Chong Law, O-C. Granmo, E. Luger, & P. B. Brandtzaeg (Eds.), Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers: Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers (LNCS ed., Vol. 11970, pp. 127-142). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11970 LNCS). Switzerland: Springer Nature. https://doi.org/10.1007/978-3-030-39540-7_9

McAllister, Patrick ; Kerr, James ; McTear, Michael ; Mulvenna, Maurice ; Bond, RR ; Kirby, Karen ; Morning, Joseph ; Glover, Danni. / Towards Chatbots to Support Bibliotherapy Preparation and Delivery. Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers: Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers. editor / Asbjørn Følstad ; Theo Araujo ; Symeon Papadopoulos ; Effie Lai-Chong Law ; Ole-Christoffer Granmo ; Ewa Luger ; Petter Bae Brandtzaeg. Vol. 11970 LNCS. ed. Switzerland : Springer Nature, 2020. pp. 127-142 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

@inproceedings{f9df604268c24f84b7270808c915f0bb,

title = "Towards Chatbots to Support Bibliotherapy Preparation and Delivery",

abstract = "Chatbots have become an increasingly popular choice for organisations in delivering services to users. Chatbots are beginning to become popular in mental health applications and are being seen as an accessible strategy in delivering mental health support alongside clinical/therapy treatment. The aim of this exploratory study was to investigate initial perceptions of the use and acceptance/adoption of text based chatbots by bibliotherapy facilitators and to also investigate perceptions of bibliotherapy facilitators using a bibliotherapy support chatbot through usability testing. Interviews were conducted to explore the relationship of bibliotherapy facilitators with chatbots, facilitators were then asked to complete a usability study using an early prototype chatbot. Post interviews were also conducted after usability study to discuss further improvements and requirements. Analysis of the interview transcripts reveal that bibliotherapy facilitators were keen on using chatbots to guide them in preparing for their bibliotherapy session for preparation and delivery. Facilitators stated that the reliability of the chatbot was a concern in relation to chatbot content and it is important to ensure that meaningful and quick conversational exchanges are designed. Analysis of the interview transcripts also stressed the importance of encoding a personality into the chatbot along with appropriate content to effectively guide facilitators. Facilitators stressed that appropriate onboarding and affordance measures should be integrated into the system to ensure that users are able to correctly interact chatbot and to understand the purpose of the chatbot as well as using personalisation for meaningful conversational exchanges.",

keywords = "Bibliotherapy, Chatbots, Conversation, Mental health",

author = "Patrick McAllister and James Kerr and Michael McTear and Maurice Mulvenna and RR Bond and Karen Kirby and Joseph Morning and Danni Glover",

year = "2020",

month = "1",

day = "19",

doi = "10.1007/978-3-030-39540-7_9",

language = "English",

isbn = "978-3-030-39539-1",

volume = "11970",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

publisher = "Springer Nature",

pages = "127--142",

editor = "Asbj{\o}rn F{\o}lstad and Theo Araujo and Symeon Papadopoulos and {Lai-Chong Law}, Effie and Ole-Christoffer Granmo and Ewa Luger and Brandtzaeg, {Petter Bae}",

booktitle = "Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers",

address = "Switzerland",

edition = "LNCS",

}

McAllister, P, Kerr, J, McTear, M, Mulvenna, M , Bond, RR , Kirby, K, Morning, J & Glover, D 2020, Towards Chatbots to Support Bibliotherapy Preparation and Delivery. in A Følstad, T Araujo, S Papadopoulos, E Lai-Chong Law, O-C Granmo, E Luger & PB Brandtzaeg (eds), Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers: Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers. LNCS edn, vol. 11970, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11970 LNCS, Springer Nature, Switzerland, pp. 127-142. https://doi.org/10.1007/978-3-030-39540-7_9

Towards Chatbots to Support Bibliotherapy Preparation and Delivery. / McAllister, Patrick; Kerr, James; McTear, Michael; Mulvenna, Maurice ; Bond, RR ; Kirby, Karen; Morning, Joseph; Glover, Danni.

Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers: Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers. ed. / Asbjørn Følstad; Theo Araujo; Symeon Papadopoulos; Effie Lai-Chong Law; Ole-Christoffer Granmo; Ewa Luger; Petter Bae Brandtzaeg. Vol. 11970 LNCS. ed. Switzerland : Springer Nature, 2020. p. 127-142 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11970 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

TY - GEN

T1 - Towards Chatbots to Support Bibliotherapy Preparation and Delivery

AU - McAllister, Patrick

AU - Kerr, James

AU - McTear, Michael

AU - Mulvenna, Maurice

AU - Bond, RR

AU - Kirby, Karen

AU - Morning, Joseph

AU - Glover, Danni

PY - 2020/1/19

Y1 - 2020/1/19

N2 - Chatbots have become an increasingly popular choice for organisations in delivering services to users. Chatbots are beginning to become popular in mental health applications and are being seen as an accessible strategy in delivering mental health support alongside clinical/therapy treatment. The aim of this exploratory study was to investigate initial perceptions of the use and acceptance/adoption of text based chatbots by bibliotherapy facilitators and to also investigate perceptions of bibliotherapy facilitators using a bibliotherapy support chatbot through usability testing. Interviews were conducted to explore the relationship of bibliotherapy facilitators with chatbots, facilitators were then asked to complete a usability study using an early prototype chatbot. Post interviews were also conducted after usability study to discuss further improvements and requirements. Analysis of the interview transcripts reveal that bibliotherapy facilitators were keen on using chatbots to guide them in preparing for their bibliotherapy session for preparation and delivery. Facilitators stated that the reliability of the chatbot was a concern in relation to chatbot content and it is important to ensure that meaningful and quick conversational exchanges are designed. Analysis of the interview transcripts also stressed the importance of encoding a personality into the chatbot along with appropriate content to effectively guide facilitators. Facilitators stressed that appropriate onboarding and affordance measures should be integrated into the system to ensure that users are able to correctly interact chatbot and to understand the purpose of the chatbot as well as using personalisation for meaningful conversational exchanges.

AB - Chatbots have become an increasingly popular choice for organisations in delivering services to users. Chatbots are beginning to become popular in mental health applications and are being seen as an accessible strategy in delivering mental health support alongside clinical/therapy treatment. The aim of this exploratory study was to investigate initial perceptions of the use and acceptance/adoption of text based chatbots by bibliotherapy facilitators and to also investigate perceptions of bibliotherapy facilitators using a bibliotherapy support chatbot through usability testing. Interviews were conducted to explore the relationship of bibliotherapy facilitators with chatbots, facilitators were then asked to complete a usability study using an early prototype chatbot. Post interviews were also conducted after usability study to discuss further improvements and requirements. Analysis of the interview transcripts reveal that bibliotherapy facilitators were keen on using chatbots to guide them in preparing for their bibliotherapy session for preparation and delivery. Facilitators stated that the reliability of the chatbot was a concern in relation to chatbot content and it is important to ensure that meaningful and quick conversational exchanges are designed. Analysis of the interview transcripts also stressed the importance of encoding a personality into the chatbot along with appropriate content to effectively guide facilitators. Facilitators stressed that appropriate onboarding and affordance measures should be integrated into the system to ensure that users are able to correctly interact chatbot and to understand the purpose of the chatbot as well as using personalisation for meaningful conversational exchanges.

KW - Bibliotherapy

KW - Chatbots

KW - Conversation

KW - Mental health

UR - http://www.scopus.com/inward/record.url?scp=85079103182&partnerID=8YFLogxK

U2 - 10.1007/978-3-030-39540-7_9

DO - 10.1007/978-3-030-39540-7_9

M3 - Conference contribution

SN - 978-3-030-39539-1

VL - 11970

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 127

EP - 142

BT - Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers

A2 - Følstad, Asbjørn

A2 - Araujo, Theo

A2 - Papadopoulos, Symeon

A2 - Lai-Chong Law, Effie

A2 - Granmo, Ole-Christoffer

A2 - Luger, Ewa

A2 - Brandtzaeg, Petter Bae

PB - Springer Nature

CY - Switzerland

ER -

McAllister P, Kerr J, McTear M, Mulvenna M , Bond RR , Kirby K et al. Towards Chatbots to Support Bibliotherapy Preparation and Delivery. In Følstad A, Araujo T, Papadopoulos S, Lai-Chong Law E, Granmo O-C, Luger E, Brandtzaeg PB, editors, Chatbot Research and Design - 3rd International Workshop, CONVERSATIONS 2019, Revised Selected Papers: Third International Workshop, CONVERSATIONS 2019 Amsterdam, The Netherlands, November 19–20, 2019 Revised Selected Papers. LNCS ed. Vol. 11970. Switzerland: Springer Nature. 2020. p. 127-142. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). https://doi.org/10.1007/978-3-030-39540-7_9