Since social media platforms can provide rich information to raise public awareness and inform people about outbreak locations, these platforms help provide insights into practical issues concerning infectious disease outbreaks. As individuals seek information and guidelines about the novel disease, the internet has become the most significant channel for receiving breaking news and updates. We also found cultural differences, with negative words being used more often by users in the United States than by those in Asia when talking about COVID-19.ĭigital platform usage has increased tremendously during the COVID-19 pandemic. In contrast, small talk with the chatbot was largely accompanied by positive sentiment. Users were more likely to express negative sentiments when conversing about topics related to masks, lockdowns, case counts, and their worries about the pandemic. Users turned to SimSimi for conversation and emotional messages when offline social interactions became limited during the lockdown period. Our data indicated that people considered chatbots as a source of information about the pandemic, for example, by asking health-related questions. Our analysis identified 18 emerging topics, which could be categorized into the following 5 overarching themes: “Questions on COVID-19 asked to the chatbot” (30.6%), “Preventive behaviors” (25.3%), “Outbreak of COVID-19” (16.4%), “Physical and psychological impact of COVID-19” (16.0%), and “People and life in the pandemic” (11.7%).
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