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Kept on Wikipedia:Digital empathy

From EverybodyWiki Bios & Wiki


Digital empathy is the use of the core principles of empathy – compassion, cognition, and emotion – in designing technology to enhance user experience.

History

With the rise in the use of computers, the principles guiding human interactions such as empathy are being explored in the context of the digital revolution, giving rise to the concept of digital empathy.[1] The neurological basis for empathy was found in a study that discovered mirror neurons.[2] Cognitive and behavioral neuroscientists explain empathy as, “a multifaceted construct used to account for the capacity to share and understand the thoughts and feelings of others."[3] Psychologists have broken down the concept of empathy into the following three categories; cognitive empathy (understand how a person feels), emotional empathy (ability to share feelings of another person) and Compassionate empathy (ability to take action to help a person).[4] The handbook of research on media literacy in the digital age further elaborates on this concept by stating that, “digital empathy explores the ability to analyze and evaluate another’s internal state (empathy accuracy), have a sense of identity and agency (self-empathy), recognize, understand and predict other’s thoughts and emotions (cognitive empathy), feel what others feel (affective empathy), role play (imaginative empathy), and be compassionate to others (empathic concern) via digital media."[5]

Technology and the implications for communications

At the centre of empathy creation is communication.[6] However, the society’s communication patterns are altering, both positively and negatively, as the contemporary culture is characterized by rapid adoption of social and mobile technologies. [7] [8] Technology usage has transformed human interactions into digital conversations where people now have the ability to instantly share thoughts, feelings, and behaviors via digital channels in a few seconds. Unlike traditional communications, digital conversations often don't have "empathetic social filters," [1] which are critical in building healthy relationships, cultivating emotional intelligence and collaboration.

Technology has often been blamed for virtual miscommunication, characterized by lack of empathy.[9] The appropriate expression of empathy in today’s age is being threatened, largely as a result of psychological disinhibition.[10] Therefore, the concept of “digital empathy” is being researched and explored for connections in fostering social, emotional, and cognitive skills with digital devices. [11]

While technology has enriched many aspects of our lives, it has drawbacks. One such drawback is how children and adolescents now spend more time communicating with others via technologically facilitated interactions. [12] The shift away from face-to-face communication has caused a decline in the social-emotional skills of youth and higher screen time has been correlated with negative outcomes, such as depression and suicide.[13] A study on the social cognitive effects of digital technology on teenagers reported on the effect of digital technology consumption with stats showing that it limits engagement amongst people and reduces their capacity to empathize.[14] Additionally, research conducted at Michigan University proved that "generations raised on technology" are actually becoming less empathic.[15]

Many social scientists believe that although technology is responsible for the decline of empathetic connections and communications [13][12], it can also be part of the solution.[16] In a review on "Rethinking Technology's Impact on Technology," it is suggested to expose adolescents and children to empathy development video games that put the player through virtual situations and challenges which help them build social-emotional skills. [17] Another social scientist has also used her research to build an app that promotes the development and expansion of empathy in teens. [18]

Applications

Artificial intelligence

As technology is evolving, empathy is introduced into technology to compensate the side effects. Artificial intelligence (AI) is a result of evolving technology characterized by empathetic functionality.[19] Machine learning, a branch of artificial intelligence, is fuelling this evolution of technology. [20] AI is based on the idea that systems can learn from data and observes the repeated patterns to make decisions with minimal human interventions. [21] Using massive amounts of data to find patterns and giving results that acknowledge the unique needs of individuals, machine learning poses itself to be a great exemplification of empathy infused in technology. In business operations, Airbnb is a good example of a company putting digital empathy to use in machine learning. It uses data points to predict the behaviors of renters to deliver more helpful search results, creating a better overall user experience.

Healthcare

In healthcare, empathic skills are a necessary trait, as they foster trust, patient satisfaction, efficiency in diagnosis, and, ultimately treatment adherence and success.[22] A study found that 85% of people changed doctors or were thinking of changing because of the physician’s lack of empathy in communications, demonstrating empathy as an important element influencing patient satisfaction.[23] With the adoption of new technology in healthcare, a lack of digital empathy can impact patient-provider communications and health outcomes.[1]

Digital tools designed with empathetic capabilities can improve care outcomes, as demonstrated by a platform powered by digital empathy that assessed risky behavior in youth and enabled providers to encourage positive behaviours. [24] Mental health is also a field applying digital empathy in the form of chatbots—conversational agents, connecting patients with mental health support. [25] Various companies are exploring conversational agents as a means for users to share their emotions in a non-judgemental space and can be accessible to individuals at time of need. [26] Furthermore, AI and machine learning principles are used to analyze the conversations to customize responses to the user, detect patterns in behavior, and alert when someone may be experiencing a mental health crisis.[27]

Brand experience

Large companies are using digital empathy to humanize their brands and connect with consumers. Brand experience amplifies the concept of digital empathy by highlighting the importance of personalized content, sending information to people catered to their interests - seeing what they want and when they want it. Successful brands are known for collecting high-quality data and using it correctly to connect with their audience, a great tactic for building greater trust and be more human in their connections. For example, Apple Inc. applies principles of digital empathy as mentioned in their 3-point marketing philosophy. Created in 1977, Apple’s philosophy is still effective at creating and profiting from loyal customers despite the digital revolution, suggesting brands driving empathy consistently across digital channels are highly successful [28].

Virtual reality

Involving the "theory of mind network,” empathy maps onto a neurological system that scientists are still trying to understand. According to an article published in the journal of Frontiers in Robotics and AI, Virtual reality activities may help cultivate empathy in people by creating the perceptual illusion of “embodiment.” [29] One example is a virtual reality experience called “1000 Cut Journey”, which immerses viewers into the experience  of a fictitious Black American man and helps them to understand the impact of racism in America. [30] Similarly, in a study conducted at Stanford, researchers found that people who underwent a virtual reality experience called “Becoming Homeless,” were more empathetic towards the homeless and more likely to sign a petition in support of affordable housing than other study participants. [31] [32]

See also

References

  1. ↑ 1.0 1.1 1.2 Terry, C (2016). "The emerging issue of digital empathy". Am J Pharm Educ. 80 (4): 58. doi:10.5688/ajpe80458. PMC 4891856. PMID 27293225.
  2. ↑ Ballesta, Sebastien; Duhamel, Jean-René (2015-11-30). "Rudimentary empathy in macaques' social decision-making". Proceedings of the National Academy of Sciences. 112 (50): 15516–15521. Bibcode:2015PNAS..11215516B. doi:10.1073/pnas.1504454112. ISSN 0027-8424. PMC 4687595. PMID 26621711.
  3. ↑ Decety, J. (2016). "Empathy and motivation for justice: Cognitive empathy and concern, but not emotional empathy, predict sensitivity to injustice for others. 3". Social Neuroscience. 11 (1): 1–14. doi:10.1080/17470919.2015.1029593. PMC 4592359. PMID 25768232.
  4. ↑ "There Are Actually 3 Types of Empathy. Here's How They Differ--and How You Can Develop Them All".
  5. ↑ N, Yildiz, Melda (2015-12-02). Handbook of Research on Media Literacy in the Digital Age. IGI Global. ISBN 9781466696686. Search this book on
  6. ↑ Stiff, James B.; Dillard, James Price; Somera, Lilnabeth; Kim, Hyun; Sleight, Carra (1988-06-01). "Empathy, communication, and prosocial behavior". Communication Monographs. 55 (2): 198–213. doi:10.1080/03637758809376166. ISSN 0363-7751.
  7. ↑ "We just don't speak anymore. But we're "talking" more than ever". Attentiv. 2015-07-14. Archived from the original on 2020-11-08. Retrieved 2019-08-30.
  8. ↑ "25th Web Anniversary". Pew Research Center: Internet, Science & Tech. 2014-02-27. Retrieved 2019-08-30.
  9. ↑ Ferrazzi, Keith (2013-04-12). "How to Avoid Virtual Miscommunication". Harvard Business Review. ISSN 0017-8012. Retrieved 2019-08-30.
  10. ↑ SULER, John (2004). "The Online Disinhibition Effect" (PDF). Cyberpsychology & Behavior. 7.
  11. ↑ Friesem, Yonty (2016-01-01), Tettegah, Sharon Y.; Espelage, Dorothy L., eds., "Chapter 2 - Empathy for the Digital Age: Using Video Production to Enhance Social, Emotional, and Cognitive Skills", Emotions, Technology, and Behaviors, Emotions and Technology, Academic Press, pp. 21–45, ISBN 9780128018736, retrieved 2019-08-30
  12. ↑ 12.0 12.1 Twenge, Jean M. (2017). "Have Smartphones Destroyed a Generation?". The Atlantic. ISSN 1072-7825. Retrieved 2019-08-30.
  13. ↑ 13.0 13.1 Tavernise, Sabrina (2016-04-22). "U.S. Suicide Rate Surges to a 30-Year High". The New York Times. ISSN 0362-4331. Retrieved 2019-08-30.
  14. ↑ Ives, Eugenia A. (2012). iGeneration: The Social Cognitive Effects of Digital Technology on Teenagers. Search this book on
  15. ↑ Konrath, Sara H.; O'Brien, Edward H.; Hsing, Courtney (2011-05-01). "Changes in Dispositional Empathy in American College Students Over Time: A Meta-Analysis". Personality and Social Psychology Review. 15 (2): 180–198. doi:10.1177/1088868310377395. ISSN 1088-8683. PMID 20688954.
  16. ↑ Pozniak, Helena (2019-06-19). "Empathetic technology: experiencing life through the looking glass". eandt.theiet.org. Retrieved 2019-08-30.
  17. ↑ "Rethinking Technology's Impact on Empathy" (PDF).
  18. ↑ "Random Act of Kindness".
  19. ↑ "Empathy in the Time of Technology: How Storytelling is the Key to Empathy". jetpress.org. Retrieved 2019-08-30.
  20. ↑ Dayan, Zohar. "Why every tech company needs to integrate empathy". Mashable. Retrieved 2019-08-30.
  21. ↑ "Machine Learning: What it is and why it matters". www.sas.com. Retrieved 2019-08-30.
  22. ↑ Bonvicini, Kathleen A.; Perlin, Michael J.; Bylund, Carma L.; Carroll, Gregory; Rouse, Ruby A.; Goldstein, Michael G. (2009). "Impact of communication training on physician expression of empathy in patient encounters". Patient Education and Counseling. 75 (1): 3–10. doi:10.1016/j.pec.2008.09.007. PMID 19081704.
  23. ↑ Maloney, Michael J.; Bellet, Paul S. (1991-10-02). "The Importance of Empathy as an Interviewing Skill in Medicine". JAMA. 266 (13): 1831–1832. doi:10.1001/jama.1991.03470130111039. ISSN 0098-7484.
  24. ↑ McCarty, Carolyn A.; Taylor, James A.; Spielvogle, Heather; Gersh, Elon; Zhou, Chuan; Richardson, Laura P. (2019-05-03). "Effect of Electronic Screening With Personalized Feedback on Adolescent Health Risk Behaviors in a Primary Care Setting: A Randomized Clinical Trial". JAMA Network Open. 2 (5): e193581. doi:10.1001/jamanetworkopen.2019.3581.
  25. ↑ Morris, Robert R; Kouddous, Kareem; Kshirsagar, Rohan; Schueller, Stephen M (2018-06-26). "Towards an Artificially Empathic Conversational Agent for Mental Health Applications: System Design and User Perceptions". Journal of Medical Internet Research. 20 (6): e10148. doi:10.2196/10148. ISSN 1439-4456. PMC 6039770. PMID 29945856.
  26. ↑ "Woebot - Your charming robot friend who is here for you, 24/7". woebot.io. Retrieved 2019-08-30.
  27. ↑ Chen, Tim. "'Siri With Empathy': The Intelligent App That's Changing Mental Health Care". Forbes. Retrieved 2019-08-30.
  28. ↑ Moorman, Christine. "Why Apple Is a Great Marketer". Forbes. Retrieved 2019-08-30.
  29. ↑ Zenasni, Franck; McCall, Cade Andrew; Robieux, Léonore; Guegan, Jérôme; Bertrand, Philippe (2018). "Learning Empathy Through Virtual Reality: Multiple Strategies for Training Empathy-Related Abilities Using Body Ownership Illusions in Embodied Virtual Reality". Frontiers in Robotics and AI. 5. doi:10.3389/frobt.2018.00026. ISSN 2296-9144.
  30. ↑ "The Reality of Racism Comes to Life in VR Film | Columbia News". news.columbia.edu. Retrieved 2019-08-30.
  31. ↑ "Becoming Homeless: A Human Experience". VHIL. Retrieved 2019-08-30.
  32. ↑ University, Stanford (2018-10-17). "Virtual reality can help make people more empathetic". Stanford News. Retrieved 2019-08-30.


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