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Design principles for conversational agents to support Emergency Management Agencies.

Stefan Stieglitz1, Lennart Hofeditz1, Felix Brünker1

  • 1Digital Communication and Transformation, Department of Computer Science and Applied Cognitive Science, Faculty of Engineering, University of Duisburg-Essen, Forsthausweg 2, 47057 Duisburg, Germany.

International Journal of Information Management
|January 19, 2022
PubMed
Summary

Emergency Management Agencies (EMAs) can combat COVID-19 misinformation using conversational agents (CAs). This study outlines design principles for robust EMAs CAs, suggesting minimizing social cues for effective public information dissemination.

Keywords:
ChatbotsConversational agentsCrisis communicationDesign principles

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Area of Science:

  • Information Systems
  • Emergency Management
  • Human-Computer Interaction

Background:

  • The COVID-19 pandemic highlighted the challenge of misinformation for Emergency Management Agencies (EMAs).
  • Traditional conversational agent (CA) design principles are not directly applicable to EMAs due to their unique structures and responsibilities.
  • There is a need for tailored IS design approaches for CAs in emergency management contexts.

Purpose of the Study:

  • To develop specific requirements and design principles for conversational agents (CAs) tailored for Emergency Management Agencies (EMAs).
  • To address the challenges posed by the 'infodemic' and ensure effective public communication during crises.

Main Methods:

  • Conducted semi-structured interviews with practitioners from EMAs in Germany and Australia.
  • Analyzed interview data to derive meta-requirements and design principles for EMAs CAs.
  • Synthesized findings to propose a basis for designing robust CAs for EMAs.

Main Results:

  • Identified twelve meta-requirements for CAs in EMAs.
  • Established five key design principles for developing EMAs CAs.
  • Found that minimizing social cues in CAs is crucial, contrasting with traditional CA design.

Conclusions:

  • The study provides a foundational framework for designing effective and robust conversational agents for Emergency Management Agencies.
  • The developed principles and requirements support EMAs in disseminating trustworthy information during public health crises.
  • Future IS design for EMAs CAs should prioritize functional needs over extensive social cues.