Don’t be afraid! Persuasive Practices in the Wild

Advisory service encounters evolve from providing expertise to joint problem-solving. Additionally, advisees depend on persuasion, which drives them to follow the advisor’s recommendations. However, advisors can be insufficiently equipped to persuade, resulting in advisees who are incapable of action or are unmotivated. Persuasive technology (PT) research proves that technology can motivate and enable people in single-user scenarios but pays limited attention to the natural realm of persuasion: the face-to-face conversation. This paper explores how persuasive technology transforms advice giving, a collaborative scenario involving an expert and a layperson. In such scenarios, IT does not act as a persuader but can provide affordances for persuasive practices, i.e., suggest new practices or enhance existing ones for convincing the advisee without deception or enforcement. We investigate the advisory practices in 24 real burglary prevention service encounters supported by IT. The paper shows the persuasive practices emerging through appropriation of the system, the tensions that govern the adoption or transformation of specific practices and routines and it confirms that studying the use and appropriation of technology uncovers organizational conflicts and tensions affecting such fundamental aspects as the advisor’s role and job description.

[1]  Wanda J. Orlikowski,et al.  Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations , 2000, Theory in CSCW.

[2]  D. Kahneman.  Thinking, Fast and Slow , 2011 .

[3]  Thomas Zimmermann,et al.  Persuasive technology in the real world: a study of long-term use of activity sensing devices for fitness , 2014, CHI.

[4]  Gerhard Schwabe,et al.  How to Diminish Advice discounting with Mobile Multimedia Interventions , 2016, ECIS.

[5]  B. Fisher,et al.  Exploring the overlap between individualistic and collective crime prevention , 2016 .

[6]  J. Escarrabill,et al.  Good morning, doctor Google. , 2011, Revista portuguesa de pneumologia.

[7]  Sanna Vehviläinen,et al.  Papers, documents, and the opening of an academic supervision encounter , 2013 .

[8]  Kjeld Schmidt,et al.  Constructing CSCW: The First Quarter Century , 2013, Computer Supported Cooperative Work (CSCW).

[9]  Volker Wulf,et al.  Engaging with practices: design case studies as a research framework in CSCW , 2011, CSCW.

[10]  Paul Dourish,et al.  The Appropriation of Interactive Technologies: Some Lessons from Placeless Documents , 2003, Computer Supported Cooperative Work (CSCW).

[11]  Gerhard Schwabe,et al.  Back in Sight, Back in Mind: Picture-Centric Support for Mobile Counseling Sessions , 2015, CSCW.

[12]  Werner Greve,et al.  The Psychology of Fear of Crime. Conceptual and Methodological Perspectives , 2003 .

[13]  Gerhard Schwabe,et al.  Why information technology is not being used for financial advisory , 2009, ECIS.

[14]  What counts as illness? Anamnesis as a collaborative activity , 2016 .

[15]  Diyi Yang,et al.  Persuading Teammates to Give , 2017, Proc. ACM Hum. Comput. Interact..

[16]  Gerhard Schwabe,et al.  Paper Practices in Institutional Talk: How Financial Advisors Impress their Clients , 2017, Computer Supported Cooperative Work (CSCW).

[17]  Hans Jochen Scholl,et al.  Smart advisors in the front office: Designing employee-empowering and citizen-centric services , 2016, Gov. Inf. Q..

[18]  Lars Mathiassen,et al.  The role of industry infrastructure in telehealth innovations: a multi-level analysis of a telestroke program , 2007, Eur. J. Inf. Syst..

[19]  Gerhard Schwabe,et al.  Involvement Practices in Persuasive Service Encounters: the Case of Home Security Advice , 2017, ECIS.

[20]  P. Drew,et al.  Talk at Work: Interaction in Institutional Settings. , 1994 .

[21]  Ilan Yaniv,et al.  The Benefit of Additional Opinions , 2004 .

[22]  Harri Oinas-Kukkonen,et al.  Designing Persuasive Systems for User engagement in Collaborative Interaction , 2014, ECIS.

[23]  Kristina Höök,et al.  Appropriation and creative use: linking user studies and design , 2011, CHI EA '11.

[24]  A. Bandura,et al.  Mechanisms governing empowerment effects: a self-efficacy analysis. , 1990, Journal of personality and social psychology.

[25]  Susanne Schmidt,et al.  When Joy Matters: The Importance of Hedonic Stimulation in Collocated Collaboration with Large-Displays , 2009, INTERACT.

[26]  R. Cialdini.  Influence: The Psychology of Persuasion , 1993 .

[27]  Inu Sarah,et al.  “ Enforced ” vs . “ casual ” transparency-Findings from IT-supported financial advisory encounters , 2017 .

[28]  LyytinenKalle,et al.  Dialectics of collective minding , 2012 .

[29]  Henrik Artman,et al.  Computer Support for Financial Advisors and Their Clients: Co-creating an Investment Plan , 2015, CSCW.

[30]  Volker Wulf,et al.  Appropriation Infrastructure: Mediating Appropriation and Production Work , 2010, J. Organ. End User Comput..

[31]  Liam J. Bannon,et al.  The turn to practice in HCI: towards a research agenda , 2014, CHI.

[32]  A. V. D. Ven,et al.  Explaining Development and Change in Organizations , 1995 .

[33]  Gerhard Schwabe,et al.  Persuasive Practices: Learning from Home Security Advisory Services , 2016, PERSUASIVE.

[34]  A. Bandura,et al.  Mechanisms Governing Empowerment Effects: A Self-Efficacy Analysis , 1990 .

[35]  Robert C. Davis,et al.  Teaching Victims Crime Prevention Skills: Can Individuals Lower their Risk of Crime? , 1994 .

[36]  Gerardine DeSanctis,et al.  Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory , 1994 .

[37]  J. Nizard,et al.  Docteur Google : l’utilisation d’Internet au cours de la grossesse en France, en 2009 , 2012 .

[38]  Kjeld Schmidt,et al.  Cooperative Work and Coordinative Practices - Contributions to the Conceptual Foundations of Computer-Supported Cooperative Work (CSCW) , 2011, Computer Supported Cooperative Work.

[39]  Gerhard Schwabe,et al.  Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encounters , 2017, i-com.

[40]  K. Schmidt.  Cooperative Work and Coordinative Practices , 2011 .

[41]  B. Fisher,et al.  Can security beget insecurity? Security and crime prevention awareness and fear of burglary among university students in the East Midlands , 2009 .

[42]  Agnis Stibe,et al.  Advancing Typology of Computer-Supported Influence: Moderation Effects in Socially Influencing Systems , 2015, PERSUASIVE.

[43]  S. Chaiken.  Heuristic versus systematic information processing and the use of source versus message cues in persuasion. , 1980 .

[44]  Ilan Yaniv,et al.  Receiving Other People's Advice: Influence and Benefit , 2004 .

[45]  Stephen L. Vargo,et al.  Value cocreation and service systems (Re)formation: A service ecosystems view , 2012 .

[46]  Gerhard Schwabe,et al.  From Fuzzy Exploration to Transparent Advice: Insights into Mobile Advisory Services , 2016, 2016 49th Hawaii International Conference on System Sciences (HICSS).

[47]  Ron Scollon,et al.  Mediated Discourse: The nexus of practice , 2001 .

[48]  Yvonne Rogers,et al.  Introduction to the special issue on the theory and practice of embodied interaction in HCI and interaction design , 2013, TCHI.

[49]  Herbert W. Simons,et al.  Persuasion in Society , 2011 .

[50]  Gerhard Schwabe,et al.  Why do you ask all those questions? Supporting client profiling in financial service encounters , 2017, HICSS.

[51]  Yaniv,et al.  Advice Taking in Decision Making: Egocentric Discounting and Reputation Formation. , 2000, Organizational behavior and human decision processes.

[52]  Sheena Lewis Erete,et al.  Protecting the home: exploring the roles of technology and citizen activism from a burglar's perspective , 2013, CHI.

[53]  E. Schegloff.  The routine as achievement , 1986 .

[54]  Wanda J. Orlikowski,et al.  Research Commentary: Desperately Seeking the "IT" in IT Research - A Call to Theorizing the IT Artifact , 2001, Inf. Syst. Res..

[55]  Harri Oinas-Kukkonen,et al.  Persuasive Systems Design: Key Issues, Process Model, and System Features , 2009, Commun. Assoc. Inf. Syst..

[56]  Ritu Agarwal,et al.  Practicing Safe Computing: A Multimedia Empirical Examination of Home Computer User Security Behavioral Intentions , 2010, MIS Q..

[57]  H. Garfinkel.  Studies in Ethnomethodology , 1968 .

[58]  K. Riemer,et al.  Corporate Social Networking Sites – Modes of Use and Appropriation through Co-Evolution , 2009 .

[59]  S. Chaiken.  The heuristic model of persuasion. , 1987 .

[60]  Jasminko Novak,et al.  Mine, Yours... Ours? Designing for Principal-Agent Collaboration in Interactive Value Creation , 2009, Wirtschaftsinformatik.

[61]  S. Bonaccio,et al.  Advice taking and decision-making: An integrative literature review, and implications for the organizational sciences , 2006 .

[62]  Gerardine DeSanctis,et al.  A foundation for the study of group decision support systems , 1987 .

[63]  F. Wijburg,et al.  ‘Doctor Google’ ending the diagnostic odyssey in lysosomal storage disorders: parents using internet search engines as an efficient diagnostic strategy in rare diseases , 2010, Archives of Disease in Childhood.

[64]  Sarvapali D. Ramchurn,et al.  Energy advisors at work: charity work practices to support people in fuel poverty , 2014, UbiComp.

[65]  H. Simon,et al.  Rationality as Process and as Product of Thought , 1978 .

[66]  Harri Oinas-Kukkonen,et al.  Persuasive Systems Design , 2018, Routledge Handbook of Policy Design.

[67]  Kalle Lyytinen,et al.  Dialectics of Collective Minding: Contradictory Appropriations of Information Technology in a High-Risk Project , 2012, MIS Q..

[68]  Lucy Suchman.  Plans and situated actions: the problem of human-machine communication , 1987 .

[69]  Paul Dourish,et al.  Epilogue: Where the action was, wasn't, should have been, and might yet be , 2013, TCHI.

[70]  Harri Oinas-Kukkonen,et al.  Behavior Change Support Systems: A Research Model and Agenda , 2010, PERSUASIVE.

[71]  Davide Nicolini.  Practice Theory, Work, and Organization: An Introduction , 2013 .

[72]  B. J. Fogg,et al.  A behavior model for persuasive design , 2009, Persuasive '09.

[73]  Tom Rodden,et al.  Data Work: How Energy Advisors and Clients Make IoT Data Accountable , 2017, Computer Supported Cooperative Work (CSCW).

[74]  W. Orlikowski.  Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations , 2000 .

[75]  Paul Dourish,et al.  Where the action is , 2001 .

[76]  M. D. Myers,et al.  Dialectical hermeneutics: a theoretical framework for the implementation of information systems , 1995, Inf. Syst. J..

[77]  Gerhard Schwabe,et al.  “Enforced” vs. “Casual” Transparency -- Findings from IT-Supported Financial Advisory Encounters , 2012, TMIS.

[78]  J. Nizard,et al.  [Doctor Google: use of Internet during pregnancy in France in 2009]. , 2012, Journal de gynecologie, obstetrique et biologie de la reproduction.

[79]  Gerhard Schwabe,et al.  Enabling relationship building in tabletop-supported advisory settings , 2014, CSCW.

[80]  J Fidock,et al.  Theorising about the lifecycle of IT use: An appropriation perspective , 2010 .

[81]  Robin Wooffitt,et al.  Conversation analysis and discourse analysis : a comparative and critical introduction , 2005 .

[82]  Helmut Jungermann,et al.  Advice giving and taking , 1999, Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences. 1999. HICSS-32. Abstracts and CD-ROM of Full Papers.

[83]  Louis-Philippe Morency,et al.  Computational Analysis of Persuasiveness in Social Multimedia: A Novel Dataset and Multimodal Prediction Approach , 2014, ICMI.

[84]  A. McGuire,et al.  Beneficent Persuasion: Techniques and Ethical Guidelines to Improve Patients’ Decisions , 2010, The Annals of Family Medicine.