Boost Customer Loyalty with Online Support. The Case of Mobile Telecoms Providers.

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other marketing channels when it comes to the interactive and personalised communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.

Nurturing health-related online support groups:exploring the experience of patient moderators

The aim of this study was to examine the views of moderators across a diverse and geographically broad range of online support groups about their moderator experiences and to explore both the personal benefits as well as challenges involved. Thirty-three patient moderators completed an online questionnaire which included a series of open-ended questions. Thematic analysis identified three themes: emergence, empowerment, nurturing. Several moderators declared their own diagnosis and for some, being able to share personal insights motivated them to establish the group and in turn offered validation. They felt empowered by helping others and learned more about the condition through accessing the "communal brain". Some felt the group aided patients' access to health services and their ability to communicate with health professionals while others worried about them becoming over-dependent. Moderators described needing to nurture their group to ensure it offered a safe space for members. Clear rules of engagement, trust, organisation skills, compassion and kindness were considered essential. Patient moderated online support groups can be successfully developed and facilitated and can be empowering for both the group member and moderator alike.© 2013 Elsevier Ltd. All rights reserved.

Accessing dental anxiety online support groups: An exploratory qualitative study of motives and experiences

Objectives: In recent years, Internet access has grown markedly providing individuals with new opportunities for online information retrieval, psychological advice and support. The objectives of the present study were to explore the context through which dentally anxious individuals access an online support group and the nature of their online experiences. Methods: An online questionnaire was completed by 143 individuals who accessed the Dental Fear Central online support group bulletin board. Qualitative analysis was conducted on the responses. Results: Analysis revealed three emergent themes which reflected the motives and experiences of individuals: ‘Searching for help’, ‘Sharing fears’ and ‘I feel empowered’. Conclusion: This exploratory study suggests that for most individuals accessing this online support group was a positive and beneficial experience. Practice Implications: Online support groups may represent a convenient and beneficial tool that may assist certain individuals to confront their debilitating anxiety/phobia and successfully receive dental care.

Social support in cyberspace: A content analysis of communication within a Huntington’s Disease online support group

Objective: Huntington’s Disease (HD) is an inherited disorder, characterised by a progressive degeneration of the brain. Due to the nature of the symptoms, the genetic element of the disease and the fact that there is no cure, HD patients and those in their support network often experience considerable stress and anxiety. With an expansion in Internet access, individuals affected by HD have new opportunities for information retrieval and social support. The aim of this study is to examine the provision of social support in messages posted to a HD online support group bulletin board. Methods: In total, 1313 messages were content analysed using a modified version of the Social Support Behaviour Code developed by Cutrona & Suhr (1992). Results: The analysis indicates that group members most frequently offered informational (56.2%) and emotional support (51.9%) followed by network support (48.4%) with esteem support (21.7%) and tangible assistance (9.8%) least frequently offered. Conclusion: This study suggests that exchanging informational and emotional support represents a key function of this online group. Practice implications: Online support groups provide a unique opportunity for health professionals to learn about the experiences and views of individuals affected by HD and explore where and why gaps may exist between evidence-based medicine and consumer behaviour and expectations.

Apoio a doentes e cuidadores em comunidades virtuais de saúde: o caso da comunidade online ELA Portugal

Dissertação apresentada à Escola Superior de Comunicação Social como parte dos requisitos para obtenção de grau de mestre em Audiovisual e Multimédia.

Suporte, Stress e Solidão: um estudo sobre o apoio offline e online percecionado pelas mães portuguesas

Uma “rede social” diz respeito a uma estrutura constituída por pessoas ou organizações que partilham interesses, motivações e valores comuns. Um ponto partilhado pelos diversos tipos de rede social é a troca de informações, conhecimentos, interesses e esforços na tentativa de atingir objectivos comuns, muitas vezes potencializando forças e recursos em situações de crise. Recentemente tem-se ouvido falar bastante deste conceito aplicado à internet. A maternidade constitui, por si só, um momento de crise na vida de cada família e de cada mulher, requerendo adaptações e mudanças. O estudo realizado teve o intuito de avaliar o suporte online e offline (denominando-se essas ligações de redes sociais), no caso específico de assuntos ligados à maternidade. Pretendeu-se verificar também se existia uma correlação entre estes tipos de suporte e os níveis de stress e solidão sentidos pelas mães. Por último, aferiu-se ainda a influência que a idade dos filhos teria nesta adesão a grupos de suporte à maternidade, no Facebook. Este estudo teve uma amostra constituída por 170 mulheres (mães), estando as suas idades compreendidas entre os 25 e os 62 anos. Os resultados revelaram que apesar de não haver diferenças estatisticamente significativas entre o apoio online e offline, as mulheres que pertencem a grupos do Facebook tendem a sentir mais suporte por parte das plataformas de suporte disponíveis. Constatou-se ainda que não existem diferenças significativas entre os níveis de solidão e stress, entre mães que pertencem a grupos e mães que não pertencem. Foi interessante verificar que as mulheres com filhos mais novos (faixa etária dos 0-4 anos) têm uma presença mais significativa em grupos de apoio à maternidade, no Facebook. Pensamos que isso se deve às dúvidas e ao stresse gerado por um primeiro filho ou pela introdução de mais um filho no núcleo familiar, nos primeiros anos em que tal ocorre, procurando por isso mais activamente grupos que ajudem como rede de suporte, para partilhas, apoio emocional e esclarecimento de dúvidas. / A “social network” refers to a structure formed by individuals or organisations that share interests, motivations and common values. A feature shared by several types of social network is the exchange of information, knowledge, interests and efforts, in an attempt to achieve common goals, often potentiating strengths and resources in crisis situations. Recently, we have heard of this concept applied to the internet. Motherhood is, by itself, a moment of crisis in the life of every family and every woman, requiring adaptations and changes. This study aimed to assess online and offline supports (being these connections themselves denominated social networks), in the specific case of motherhood-related issues. It was also intended to confirm whether there was a correlation between these types of support and stress and loneliness levels sensed by mothers. Finally, it was evaluated as well the influence that the children’s age would have on this adherence to motherhood support groups on Facebook. This study had a sample of 170 women (mothers), with ages between 25 and 62 years. The results showed that, although there are no statistically significant differences between the online and offline support, women who belong to Facebook groups tend to feel more support from the available support platforms. It was shown as well that there are no significant differences between loneliness and stress levels among mothers who belong to groups and mothers who do not belong to those groups. It was interesting to find that women with young children (aged 0-4 years old) have a more significant presence in motherhood support groups on Facebook. We think that this is due to the doubts and the stress generated by a first child or the introduction of another child in the household, therefore making sense that they seek, in the early years of the child’s life, groups that help as a support network, for shares, emotional support and answering questions.

Construção da maternidade contemporânea e a participação em um grupo de suporte online no Facebook

Este estudo buscou contribuições da psicologia do desenvolvimento, pela perspectiva da psicologia evolucionista e sociocultural, para compreender a construção da maternidade contemporânea com uso do Facebook como suporte online. No último século ocorreram muitas transformações no papel social da mulher, o mercado de trabalho a incorporou, o nível de escolaridade aumentou, a taxa de natalidade caiu. Entretanto, a diminuição no número de filhos não reduziu o trabalho materno. Em contextos urbanos de grandes cidades, as famílias estendidas são menos frequentes. Em contraste, o uso de redes sociais, tipo Facebook, aumenta. O percentual de brasileiras (30-39 anos) que utiliza a internet supera 50%. Hipotetizou-se que redes sociais online podem complementar o apoio demandado pelas mães. Desse modo, entendendo que mulheres precisam de apoio para cuidar das crianças e que o mundo atual está interconectado através da internet, buscou-se abordar a maternidade contemporânea em sociedade urbana e a internet no contexto do suporte online à parentalidade. Foram feitos dois estudos com amostra de um grupo de suporte online para gestantes/mães no Facebook: 1) Análise de postagens coletadas (30 meses), objetivando compreender discurso materno e principais temas abordados; 2) Investigação da percepção sobre rede de apoio geral e online, como o apoio online pode ser conseguido, o que interessa às mães neste tipo de apoio e perfil sociodemográfico. O Estudo 1, analisou conteúdo de 2.510 postagens apontando dois grupos de categorias: psicológicas (45%) e não-psicológicas (55%). No primeiro, o discurso enquadra-se na teoria da constelação da maternidade de Daniel Stern: 1) vida crescimento (50%); 2) relacionar-se primário (8%); 3) matriz de apoio (40%); 4) reorganização da identidade (2%). O segundo indicou quatro categorias: 5) negócios/divulgação (54%); 6) desenvolvimento gestacional/parto (9%); 7) pós-parto (5%); 8) indicações/pedidos práticos (32%). O Estudo 2 apontou que as participantes têm idade média de 31,86 anos, 88,6% possui graduação completa, a maioria mora com companheiro, exerce atividade profissional remunerada e tem renda familiar mensal superior a 10 salários mínimos (48%). Os principais interesses estão nos temas relacionados à saúde e cuidados com bebê. A maioria indica que lê as postagens com mais frequência do que expõem suas dúvidas. Grande parte percebe o grupo online como uma ajuda importante no exercício da sua maternidade. A escala de apoio social (presencial) apresenta escores maiores do que a escala de apoio social online com diferença em todas as dimensões. A escala de apoio social online aponta que as dimensões apoio informacional e emocional apresentam escores maiores, revelando que a troca de informações e o encorajamento em momentos difíceis da vida parecem ser os mais relevantes, apontando, principalmente, que há diferença significativa entre a dimensão emocional e as demais dimensões da escala. Resumindo, o grupo de suporte online se mostrou uma importante ferramenta para compartilhar informações entre mulheres que estão passando pelo mesmo momento do ciclo vital, e o suporte online um instrumento relevante ao suporte à parentalidade, prestando-se a um serviço que não poderia ser imaginado décadas atrás. Novos estudos poderão aprofundar e ampliar os resultados desta investigação

Posting Incognito ... Males with Eating Problems: Online Emotional Expression and Support

Qualitative research in the area of eating disorders (eds) has predominantly focused on females,whilst the experiences of males’ remains poorly understood. due to the secretive nature of eating problems/eds it can be difficult to explore the experiences of males with these problems; however, online support groups/message boards, which are common and popular, provide a non-invasive
forum for researchers to conduct research. This study analyzed naturally occurring discussions on an internet message board dedicated to males and eating problems using content analysis. Two major overarching themes of emotional expression (sharing feelings of disturbed eating attitudes and emotions; being secretive) and support (informational and emotional) were identified. The message board provided a vital support system for this group, suggesting that online message boards may be an important avenue for health professionals to provide information, support, and advice.

The provision of online counselling for young people

A substantial group of young people experience mental health problems which impact on their educational development and subsequent wellbeing. Of those who do suffer from mental health issues, a minority of these seek appropriate professional assistance. This paucity of help seeking behaviours among young people is a challenge for counsellors. Whereas adults who suffer mental health issues have increasingly turned to the internet for assistance, it is interesting that when young people whose social lives are increasingly dependent on the communication technologies, are not catered for as much as adults by online counselling. One small online counselling pilot program conducted at a Queensland secondary school for three years from 2005-2007 (Glasheen & Campbell, 2009) offered anonymous live-time counselling from the school counsellor (via a secure chat room) to students through the school’s website. Findings indicated that boys were more likely to use the service than girls. All participants transitioned to face-to-face counselling, and all reported it was beneficial. This pilot study attested to the potential of an online counselling. However, school counsellors as a professional group have been hesitant to utilise online counselling as part of their service delivery to young people in schools. This chapter concludes by identifying reasons for this reluctance and the possible initiatives to increase online support for young people in schools.

Opportunities and challenges : school guidance counsellors’ perceptions of counselling students online

School guidance counsellors world-wide seek ways of providing appropriate professional assistance to all students. While young people integrate online technology into their daily lives and go online for information and to communicate with each other, school counsellors in Australia are not offering online support to students. This cross-sectional study reported on the reluctance of school counsellors to offer online counselling and the reasons for this. A survey of 210 school guidance counsellors found that there is conditional support for the introduction of online counselling into the school setting. Counsellors indicated that they would use online counselling if students accepted its use in the school setting though they question how genuine students would be in its use. Most respondents reported a lack of confidence in understanding the ethical and legal implications of online counselling. However, the majority of participants were prepared to undertake further professional development in this mode of counselling. Additionally, they sought confirmation of the effectiveness of counselling students online before committing themselves to it. The implications for school guidance practice are discussed.

An object-centred approach to encourage online participation in the context of behaviour change

Online groups rely on contributions from their members to flourish, but in the context of behaviour change individuals are typically reluctant to participate actively before they have changed successfully. We took inspiration from CSCW research on objects to address this problem by shifting the focus of online participation from the exchange of personal experiences to more incidental interactions mediated by objects that offer support for change. In this article we describe how we designed, deployed and studied a smartphone application that uses different objects, called distractions and tips, to facilitate social interaction amongst people trying to quit smoking. A field study with 18 smokers revealed different forms of interaction: purely instrumental interactions with the objects, subtle engagement with other users through receptive and covert interactions, as well as explicit interaction with other users through disclosure and mutual support. The distraction objects offered a stepping-stone into interaction, whereas the tips encouraged interaction with the people behind the objects. This understanding of interaction through objects complements existing frameworks of online participation and adds to the current discourse on object-centred sociality. Furthermore, it provides an alternative approach to the design of online support groups, which offers the users enhanced control about the information they share with other users. We conclude by discussing how researchers and practitioners can apply the ideas of interaction around objects to other domains where individuals may have a simultaneous desire and reluctance to interact.

Online information seeking by patients with bipolar disorder:results from an international multisite survey

Background: Information seeking is an important coping mechanism for dealing with chronic illness. Despite a growing number of mental health websites, there is little understanding of how patients with bipolar disorder use the Internet to seek information. Methods: A 39 question, paper-based, anonymous survey, translated into 12 languages, was completed by 1222 patients in 17 countries as a convenience sample between March 2014 and January 2016. All patients had a diagnosis of bipolar disorder from a psychiatrist. Data were analyzed using descriptive statistics and generalized estimating equations to account for correlated data. Results: 976 (81 % of 1212 valid responses) of the patients used the Internet, and of these 750 (77 %) looked for information on bipolar disorder. When looking online for information, 89 % used a computer rather than a smartphone, and 79 % started with a general search engine. The primary reasons for searching were drug side effects (51 %), to learn anonymously (43 %), and for help coping (39 %). About 1/3 rated their search skills as expert, and 2/3 as basic or intermediate. 59 % preferred a website on mental illness and 33 % preferred Wikipedia. Only 20 % read or participated in online support groups. Most patients (62 %) searched a couple times a year. Online information seeking helped about 2/3 to cope (41 % of the entire sample). About 2/3 did not discuss Internet findings with their doctor. Conclusion: Online information seeking helps many patients to cope although alternative information sources remain important. Most patients do not discuss Internet findings with their doctor, and concern remains about the quality of online information especially related to prescription drugs. Patients may not rate search skills accurately, and may not understand limitations of online privacy. More patient education about online information searching is needed and physicians should recommend a few high quality websites.

The Spanish online program "Educar en Positivo" ("The Positive Parent"): whom does it benefit the most?

This study evaluated the Spanish online program 'Educar en Positivo' ("The Positive Parent") (http://educarenpositivo.es). Eighty-five users were surveyed to examine changes in views of online parenting support and satisfaction with the module completed, as a function of their sociodemographic profile, their level of experience with the Internet, and their general and educational use of Internet resources. Results showed that parents changed their views of online support, the benefits thereof, and their parenting skills. Participants reported high satisfaction with the program's usability, the module content, and their perception of parental self-efficacy. These findings are moderated by level of Internet experience and educational use of web-based resources, suggesting that improving parents' digital literacy and promoting Internet use may be an effective avenue for improving access to prevention resources. In sum, this program offers a space for Spanish-speaking parents to learn and exchange experiences, thereby filling a gap in ensuring the promotion of positive parenting in this large community of potential users.

Typo-resource: developing T&L support materials through collaboration

This paper reports on a collaborative project between staff and students in the Department of Typography & Graphic Communication at the University of Reading The Partnerships in Learning and Teaching (PLanT) project here described is a direct response to student needs for better online support materials. Methodologically, the project embeds user-centred design principles within an iterative process of design development and participant research. This process has underpinned the development of a prototype for an online interface called Typo-Resource. The resulting initial prototype addresses the usability and user experience dimensions of an online learning resource, moving beyond providing tutor-identified sets of resources to a multifaceted, collaborative, and visual platform for peer learning.

Young students' use of the internet for mental health information and support

It is recognized that young people experience difficulties in accessing mainstream mental health services particularly because of the stigma that remains associated with mental health problems. One potential solution is to use the many websites available offering information and support for mental health problems, such support and information could be offered by Psychiatric Nurses. However, young peoples' usage and views on using the Internet for this purpose has yet to be examined. This quantitative descriptive study aimed to elicit the views of 922 University students, aged between 18 and 24 years, on using the Internet for mental health information and support. Data were collected using a 30-item self-designed questionnaire and analysed using descriptive statistics. The findings indicated that 72.4% of participants used the Internet several times a day. In addition, 30.8% had previously searched for mental health information online, predominantly on depression. While it was found that 68% of participants indicated that they would use the Internet for mental health support if they needed to, 79.4% would still prefer face to face support. It is concluded that young people are willing to use the Internet for mental health information and that it represents a viable source of support for this age group.