Ulrike Pfeil

Patterns of empathy in online communication

This article presents an investigation of empathy within an online community for older people (SeniorNet). Qualitative content analysis of 400 messages from a discussion board about depression was used to determine how empathy is expressed and facilitated in online communication. Special emphasis was placed on determining the components of online empathy. A code scheme that we developed to analyse online empathy is also presented. The findings were compared to offline studies about empathy in order to investigate the influence that the mediating technology has on the phenomenon.

Investigating social network patterns within an empathic online community for older people

In this paper, we study the social network structure of an online discussion board within SeniorNet, an empathic online community for older people. We apply Social Network Analysis (SNA) to analyse the communication patterns and relationships between members of the discussion board. In addition to looking at the structure of the exchanged messages within the discussion board as a whole, we also investigate associations between the communication content and the social network patterns. Our findings show distinct differences between the social network patterns of empathic and non-empathic communications. For example, members are more connected and closer to each other in the social networks that are based on empathic communication compared to non-empathic communication. Additionally our results show that the type of empathic communication (e.g. different kinds of support) is linked to the social network structure within the discussion board.

Introduction to social network analysis

Online communities and social software are revolutionizing the way we interact with the web. Analysing the interactions that take place there is complex. Social Network Analysis (SNA) is a powerful way of doing such analysis. This tutorial provides a detailed introduction to SNA. The theory is backed up with a number of practical case studies.

Applying qualitative content analysis to study online support communities

With the increasing popularity of online support communities for people with disabilities and older people, the research domain of online communities is gaining more and more research potential in the area of inclusive design. There are many studies that investigate social interactions within online communities. However, researchers seem to apply a variety of different methods in very different ways. This makes it often difficult to decide on the appropriate method. In order to provide guidance to researchers in the area of inclusive design, this paper reviews past research in this area and presents a self-contained methodology that is based on qualitative content analysis for studying social interactions in online support communities for people with special needs. A case study from an online community for older people is presented in order to set the theory into context.

Designing reality-based interfaces for creative group work

Using affinity diagramming as an example, we investigate reality-based interfaces for supporting creative group work. Based on an observational study grounded in the reality-based interaction framework, we identified power vs. reality tradeoffs that can be addressed to find a close fit to embodied practice. Using this knowledge, we designed and implemented a digital workspace for supporting affinity diagramming. Its hybrid interaction techniques combine digital pen & paper with an interactive table and tangible tokens. An additional vertical display is used to support reflection-in-action and for enhancing discussion and coordination. A preliminary user study confirmed the applicability of our tradeoffs and the general acceptance of the tool design.

Issues and challenges of teaching and learning in 3D virtual worlds: real life case studies

We aimed to study the characteristics and usage patterns of 3D virtual worlds in the context of teaching and learning. To achieve this, we organised a full‐day workshop to explore, discuss and investigate the educational use of 3D virtual worlds. Thirty participants took part in the workshop. All conversations were recorded and transcribed for analysis. Thematic analysis was carried out to identify prominent issues and topics. We found that to fully utilise 3D virtual worlds for teaching and learning, students, tutors and educational institutions face a number of socio‐psychological, pedagogical and technological challenges. The paper highlights and discusses the issues that emerged from the workshop, supporting them with real life experiences and case studies provided by the workshop participants. Probleme und Herausforderungen des Unterrichtens und Lernens in virtuellen 3D Welten: “echte” Lebensfallstudien Wir hatten zum Ziel, die Eigenschaften und die Gebrauchsweise von 3D‐virtuellen Welten im Zusammenhang mit Unterricht und Lernen zu studieren. Dazu organisierten wir einen ganztägigen Workshop, um den Gebrauch von 3D virtuellen Welten im Bildungsbereich zu erforschen, zu besprechen und zu untersuchen. Dreißig Teilnehmer nahmen an diesem Workshop teil. Alle Gespräche wurden aufgezeichnet und für die Analyse transskribiert. Eine thematische Analyse wurde ausgeführt, um gängige Probleme und Themen herauszufinden. Wir meinen, dass, um virtuelle 3D‐Welten komplett zu verwerten, um darin zu unterrichten und Erfahrungen zu sammeln, Studenten, Tutoren und Bildungseinrichtungen mehreren sozialpsychologischen, pädagogischen und technologischen Herausforderungen gegenüberstehen. Dieser Beitrag beleuchtet und bespricht die Probleme, die innerhalb des Workshops auftauchten und unterstützt ihr Verständnis durch von den Workshopteilnehmern selbst zur Verfügung gestellten Lebenserfahrungen und Fallstudien. Problèmes et défis de l’enseignement/apprentissage dans des mondes virtuels en 3D: des études de cas empruntés à la vie réelle Nous avions pour but d’étudier les caractéristiques et les schémas d’usage des mondes virtuels en 3D dans un contexte d’enseignement et apprentissage. Pour y parvenir, nous avons organisé un atelier d’une journée entière pour débattre, explorer et mener une recherche sur l’emploi éducatif des mondes virtuels en 3D. L’atelier a accueilli 30 participants. Toutes les conversations ont été enregistrées et transcrites à des fins d’analyse. On a effectué une analyse thématique pour identifier les problèmes et les thèmes les plus marquants. Nous avons découvert que pour utiliser à fond les mondes virtuels en 3D pour l’enseignement et l’apprentissage, les étudiants, les tuteurs et les institutions éducatives doivent faire face à un certain nombre de défis socio‐psychologiques, pédagogiques et technologiques. Dans cet article l’accent et le débat portent sur les questions qui sont apparues au cours de l’atelier, le tout appuyé sur des expériences de la vie réelle et sur des études de cas fournies par les participants à l’atelier. Problemas y desafíos de la enseñanza/aprendizaje en mundos virtuales 3D: estudios de casos de la vida real Nuestro propósito era el estudio de las características y de los esquemas de uso de los mundos virtuales 3D dentro del contexto de la enseñanza/aprendizaje. Para llevar esto a cabo hemos organizado un taller de un día completo para explorar, discutir y investigar el uso educativo de los mundos virtuales 3D. Treinta personas participaron en el taller. Todas las conversaciones fueron grabadas y transcribidas para ser analizadas. Un análisis temático fué realizado para identificar los temas y problemas más destacados. Hemos descubierto que para aprovechar plenamente los mundos virtuales 3D para la enseñanza/aprendizaje, los alumnos, los tutores y las instituciones educativas tienen que hacer frente a un número de desafíos socio‐psicológicos, pedagógicos y tecnológicos. En el artículo los autores destacan y discuten los problemas que han surgido del taller, apoyandoles con experiencias de la vida real y estudios de casos suministrados por los participantes del taller.

Social Roles in an Online Support Community for Older People

In this article, an online support community for older people is studied, with the aim of developing a taxonomy of social roles based on content analysis and social network analysis. Four hundred messages (posted between August 9, 2007, and February 5, 2008) in an online support community for older people (http://www.seniornet.org) were investigated. The data were analyzed to identify and shed light on patterns of the online functional behavior as well as the social structure of active members. Drawing on the findings, a set of six social roles were identified, defined, and described in depth. The findings showed that the structural positions of online community members were associated with the kind of content these members tended to post. For example, it was found that central members were very likely to give support, whereas members not very well connected were more inclined to post self-disclosing messages.

Affinitytable - a hybrid surface for supporting affinity diagramming

Using affinity diagramming as an example, we investigate interaction techniques for supporting collaborative design activities. Based on an observational study, we identified design guidelines that need to be addressed to find a close fit to embodied practice. Using this knowledge, we designed and implemented AffinityTable, a hybrid surface for supporting affinity diagramming. The tool combines digital pen & paper with an interactive table and tangible tokens. An additional vertical display is used to support reflection and group coordination.

A comparison of empathic communication pattern for teenagers and older people in online support communities

This article reports a study that investigated the occurrences of empathy in online support communities for teenagers. Qualitative content analysis with 400 messages from a discussion board about depression was used to identify how empathy was expressed in the specific online communication. Emphasis was also placed on the comparison of this age group to older people, by comparing the results with those from a previous study on empathy in an online support community about depression for older people. Specifically, the analysis focused on the frequencies of the categories of the code scheme, linguistic characteristics of the communication content, the occurring components of empathy, and the roles as well as activities of the members. From our analysis, we concluded that young people exchanged a substantial amount of empathic emotional communication when participating in an online support community, and they communicated on a more personal level compared to older people, who tended to engage in a more formal communication. In addition, teenagers also showed a high level of understanding but lower level of concern compared to older persons when expressing empathy online.

Online social support for older people

Until a few years ago, the main activities of internet users were all about accessing information and data. These days, the internet is increasingly used for social interaction and communication purposes. This topic becomes ever more important with the growing popularity of virtual environments, social networking websites and their likes. The fact that more and more people use online communities for social interaction opens new challenges for inclusive design researchers and practitioners. In addition to making information accessible to people with special needs, it is also necessary to ensure that everybody has access to the social aspects of online activities.