随着时间的推移在基于文本的咨询中跟踪和分析重复使用者的情况:具有层次集群的纵向观察研究
Yucan Xu1, Christian Shaunlyn Chan2, Evangeline Chan3
1School of Public Health, Li Ka Shing Faculty of Medicine, The University of Hong Kong, Hong Kong, China (Hong Kong).
Journal of medical Internet research
|May 30, 2024
概括
基于网络的咨询服务面临的挑战是重复使用者. 这项研究确定了三个不同的用户群体,有助于为更好的心理健康支持量身定制干预措施.
科学领域:
- 在线心理健康服务在线心理健康服务
- 数字精神病学数字精神病学
- 用户行为分析 用户行为分析
背景情况:
- 基于网络的咨询正在迅速扩大,提供可访问性和匿名性.
- 重复使用者,虽然很少,但通过回归类似问题来消耗大量资源.
- 了解重复用户对于提高服务效率和有效性至关重要.
研究的目的:
- 开发一种系统的方法来分析网络辅导的反复使用者.
- 确定用户反复使用在线服务背后的驱动因素.
- 为量身定制的干预和改善服务提供提供见解.
主要方法:
- 在来自29,400名用户 (2018-2021) 的会话数据上使用了层次聚类 (2018-2021).
- 根据服务行程的持续时间,使用频率和强度对用户进行分类.
- 在用户子组中比较心理资料,包括自杀风险和主要关注点.
主要成果:
- 确定了三种不同的重复使用群体:偶发性,间歇性和持续强度.
- 重复使用者通常比一次性使用者具有更高的自杀风险和更复杂的问题.
- 增加服务使用频率和强度与更高的自杀风险和精神障碍相关.
结论:
- 一种系统的,自下而上的集群方法有效地识别和分类网络辅导中的重复使用者.
- 确定了三组不同的重复使用者的子组,具有独特的行为和心理形象.
- 调查结果支持更有效的干预,更好的资源配置,并提高在线心理健康平台的服务效率.
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