Inattentive, imprudent and inapt: discovering inadequacies of ICT during life-changing events through the lens of non-users

Abstract

Life-changing events (or LCEs) can alter a person's status quo and threaten well-being. Previous research investigated distinct LCEs, where participants already used technology routinely. This paper reports the results of two field studies through which we compared supports people refer to when experiencing different LCEs. Together with users of technology, our sampling included participants who specifically did not refer to online services and tools to seek help during their LCE. We found that popular services people refer to are inattentive to the needs of people experiencing an LCE as they do not allow forms of progressive engagement and disclosure within the service. We also found that popular services are imprudent as their design might expose users experiencing an LCE to more sources of stress. Finally, we found that these services are inapt to support these users as they do not provide direct forms of interactions with experts.

The major life events taxonomy: Social readjustment, social media information sharing, and online network separation during times of life transition

“…Although social media can be beneficial during life changes and more broadly, people also face challenges using social media and social technologies during transitional life periods (Cherubini, Reut, Tyler, & Ortlieb, 2020). Challenges are sometimes due to norms and expectations within people's networks or on social media sites, which may constrain self‐disclosures (Andalibi & Forte, 2018).…”

Transitions in Personal Informatics: Investigating Self-Tracking During Moments of Change

“…Figueiredo et al [11] found that women use fertility apps in a holistic way, to follow multiple goals as they go through life transitions. Cherubini et al [3] highlight the importance of online communities for helping women find and share information about their pregnancies. Similarly, Massimi et al [19] showed how women use online pregnancy communities for emotional support, friendship and informational support in various decisions such as a home birth or going to hospital as they transition into pregnancy.…”