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dc.contributor.authorWalsh, Jillen_US
dc.contributor.authorAnderson, Brittany Leighen_US
dc.contributor.authorGroshek, Jacoben_US
dc.contributor.authorKatz, James E.en_US
dc.date2018-03-16
dc.date.accessioned2018-10-11T18:42:47Z
dc.date.available2018-10-11T18:42:47Z
dc.date.issued2018-09-25
dc.identifierhttps://www.cogitatiopress.com/mediaandcommunication/article/view/1205
dc.identifier.citationJill Walsh, Brittany Leigh Anderson, James E Katz, Jacob Groshek. 2018. "Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities." Media and Communication, v. 6, Issue 3, pp. 60 - 68. https://doi.org/10.17645/mac.v6i3.1205
dc.identifier.issn2183-2439
dc.identifier.urihttps://hdl.handle.net/2144/31467
dc.description.abstractIn summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot-like systems in order to achieve their needs through mediated customer service interfaces. To understand this process, we carried out three focus groups sessions along with 50 in-depth interviews. Strikingly we found that people perceive (correctly or not) that interactive voice response customer service technology is set up to deter them from pursuing further contact. And yet, for the most part, people were unwilling to simply give up on the goals that motivated their initial contact. Consequently, they had to innovate ways to communicate with the automated systems that essentially serve as gatekeepers to their desired ends. These results have implications for communication theory and system design, especially since these systems will be increasingly presented to consumers as social media affordances evolve.en_US
dc.format.extentp. 60-68en_US
dc.languageEnglish
dc.publisherCogitatio (Lisbon, Portugal)en_US
dc.relation.ispartofMedia and Communication
dc.relation.isversionofhttps://doi.org/10.17645/mac.v6i3.1205
dc.rightsAttribution 4.0 Internationalen_US
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectComputer mediated communication (CMC)en_US
dc.subjectInteractive voice response systems (IVRs)en_US
dc.subjectMedia equation theoryen_US
dc.subjectPower in communicationen_US
dc.subjectSocial robotsen_US
dc.subjectTheory of minden_US
dc.titlePersonal power and agency when dealing with interactive voice response systems and alternative modalitiesen_US
dc.typeArticleen_US
dc.description.versionPublished versionen_US
dc.identifier.doi10.17645/mac.v6i3.1205
pubs.elements-sourcemanual-entryen_US
pubs.notesEmbargo: Not knownen_US
pubs.organisational-groupBoston Universityen_US
pubs.organisational-groupBoston University, College of Arts & Sciencesen_US
pubs.organisational-groupBoston University, College of Arts & Sciences, Department of Sociologyen_US
pubs.organisational-groupBoston University, College of Communicationen_US
pubs.organisational-groupBoston University, College of Communication, COM EMERGING MEDIA STUDIESen_US
pubs.publication-statusPublisheden_US


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Attribution 4.0 International
Except where otherwise noted, this item's license is described as Attribution 4.0 International