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Adolescent Perceptions of an Online Safety Chatbot: Survey Study
Meriel Charles1, James D Sauer1, Erin Roehrer2
1School of Psychological Sciences, University of Tasmania, Hobart, Australia.
JMIR Human Factors
|February 12, 2026
Summary
Chatbots can help adolescents access online safety resources. Building user trust in these tools is crucial for them to effectively connect young people with vital support services.
Area of Science:
- Adolescent mental health
- Human-computer interaction
- Online safety
Background:
- Adolescents encounter significant online risks, including illegal material, cyberbullying, and sextortion.
- Existing helplines offer support for online and offline harms faced by young people.
Purpose of the Study:
- To evaluate a prototype chatbot as a supplementary tool for adolescents at risk of online harms.
- To assess user trust in the chatbot, focusing on usability and the perceived value of its support.
Main Methods:
- 224 adolescents (mean age 16.8 years) interacted with conversational and menu-driven chatbots.
- User trust was measured by perceived usability and the utility of provided support resources.
Main Results:
- A majority of participants (63%) were willing to click chatbot-recommended support links.
- Higher trust in chatbots strongly correlated with clicking support links and reporting positive decisions.
- Both chatbot types showed similar perceived trust and effectiveness.
Conclusions:
- Chatbots show potential as an additional resource for adolescents seeking mental health support online.
- Establishing user trust is a critical factor for the success of chatbots in addressing online harms.
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