Zainab Iftikhar

Online peer support provides space for individuals to connect with others and seek support. However, while empathy is critical for effective support, studies have found that highly empathetic support on these platforms can be rare. Using data from online peer support platforms, we conducted a mixed-methods analysis to study the factors that lead to support seekers’ perceived empathy. We found that CBT techniques like active listening and reflective restatements, along with fostering a space for exploration, increase perceived empathy, whereas rigid adherence to structure, misalignment of concerns, and lack of emotional validation can contribute to low perceived empathy. In addition, despite the high levels of empathy reported by most support seekers (85%), computational models reported low averaged empathy (1.69/6). Lastly, we propose that empathy is not a quantifiable metric and that future algorithmic empathy measurements require human perspectives.

Messaging is a ubiquitous digital communication medium. It is also a minimal medium of communication because of its inability to convey immediate feedback, tone, facial expressions, hesitations, and pauses, or follow the train of the other person’s thoughts. This paper combines quantitative and qualitative approaches for analyzing richer forms of typing indicators in messaging interfaces, such as showing text as it is typed. By assessing users’ subjective workload and interpreting these findings in the context of users’ experiences, we found that more expressive typing indicators were perceived as “rich in communication”, as they helped people communicate more allowing for closer connections. These indicators also increased users’ perceived co-presence. In addition, our research suggests there may be benefits of designing customized typing indicators for relationship maintenance and task-based communication.