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Don’t be afraid! Persuasive Practices in the Wild

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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.

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Dolata, Mateusz; Schwabe, Gerhard (2018): Don’t be afraid! Persuasive Practices in the Wild. Computer Supported Cooperative Work (CSCW): Vol. 27, No. 3-6. DOI: 10.1007/s10606-018-9330-4. Springer. PISSN: 1573-7551. pp. 427-462

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Advisory practices, Advisory services, Appropriation, Burglary, Crime prevention, Motivation and ability, Persuasive practices, Persuasive technology, Practice theory

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Number of citations to item: 8

  • Mateusz Dolata, Simon Schubiger, Doris Agotai, Gerhard Schwabe (2021): Changing Things so (Almost) Everything Stays the Same, In: i-com 3(20), doi:10.1515/icom-2021-0026
  • Mateusz Dolata, Doris Agotai, Simon Schubiger, Gerhard Schwabe (2019): Pen-and-paper Rituals in Service Interaction, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359326
  • Jessica Pidoux, Pascale Kuntz, Daniel Gatica-Perez (2021): Declarative Variables in Online Dating, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449174
  • Mateusz Dolata, Dzmitry Katsiuba, Natalie Wellnhammer, Gerhard Schwabe (2023): Learning with Digital Agents: An Analysis based on the Activity Theory, In: Journal of Management Information Systems 1(40), doi:10.1080/07421222.2023.2172775
  • Mateusz Dolata, Gerhard Schwabe (2019): Translation and Adoption: Exploring Vocabulary Work in Expert-Layperson Encounters, In: Computer Supported Cooperative Work (CSCW) 3-4(28), doi:10.1007/s10606-019-09358-9
  • Xiaoyi Tian, Zak Risha, Ishrat Ahmed, Arun Balajiee Lekshmi Narayanan, Jacob Biehl (2021): Let's Talk It Out, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449171
  • Asbjørn Ammitzbøll Flügge, Naja Holten Møller (2022): The Role of Physical Cues in Co-located and Remote Casework, In: Computer Supported Cooperative Work (CSCW) 2(32), doi:10.1007/s10606-022-09449-0
  • Mateusz Dolata, Birgit Schenk, Jara Fuhrer, Alina Marti, Gerhard Schwabe (2020): When the System Does Not Fit: Coping Strategies of Employment Consultants, In: Computer Supported Cooperative Work (CSCW) 6(29), doi:10.1007/s10606-020-09377-x
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