@article{64fef33c68a24a7dadb69a787fe55c16,
title = "Design principles for conversational agents to support Emergency Management Agencies",
abstract = "Widespread mis- and disinformation during the COVID-19 social media “infodemic” challenge the effective response of Emergency Management Agencies (EMAs). Conversational Agents (CAs) have the potential to amplify and distribute trustworthy information from EMAs to the general public in times of uncertainty. However, the structure and responsibilities of such EMAs are different in comparison to traditional commercial organizations. Consequently, Information Systems (IS) design approaches for CAs are not directly transferable to this different type of organization. Based on semi-structured interviews with practitioners from EMAs in Germany and Australia, twelve meta-requirements and five design principles for CAs for EMAs were developed. In contrast to the traditional view of CA design, social cues should be minimized. The study provides a basis to design robust CAs for EMAs.",
keywords = "Conversational agents, Chatbots, Design principles, Crisis communication",
author = "Stefan Stieglitz and Lennart Hofeditz and Felix Br{\"u}nker and Christian Ehnis and Milad Mirbabaie and Bj{\"o}rn Ross",
note = "Funding Information: The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This project has received funding from the European Union{\textquoteright}s Horizon 2020 research and innovation programme under the Marie Sk{\l}odowska-Curie grant agreement No 823866 . Funding Information: The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This project has received funding from the European Union's Horizon 2020 research and innovation programme under the Marie Sk?odowska-Curie grant agreement No 823866. Funding Information: Lennart Hofeditz is a research associate at the research group of professor Stefan Stieglitz at the University of Duisburg-Essen, Germany. He studied Applied Cognitive and Media Science (M.Sc.). At the moment, he is a PhD candidate in Information Systems at the Department of Computer Science and Applied Cognitive Science at the University of Duisburg-Essen in Germany. In his research, he focusses on socio-technical systems and ethical issues related to the application of artificial intelligence and anthropomorphic machines in organizations. He also works in a research project funded by the German Research Foundation (DFG) on research data management and open science. Publisher Copyright: {\textcopyright} 2022 The Authors",
year = "2022",
month = apr,
day = "1",
doi = "10.1016/j.ijinfomgt.2021.102469",
language = "English",
volume = "63",
journal = "International Journal of Information Management",
issn = "0268-4012",
publisher = "Elsevier Science",
}