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Digital empathy

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

History

Digital empathy is a term derived from empathy, a complex social construct explained as a feeling of concern for others, sharing and comprehending their emotions, and having both the capacity and desire to place oneself in another’s position.[1] It urges one to think and feel from someone else’s perspective, acting as a driving force to remind every individual the importance of compassionate interactions.[2] Human interactions with technology are now a part of daily life, and the use technology is increasing. [3] As a result, 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.[4]

The neurological basis for empathy was found in a study that discovered mirror neurons.[5] 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."[6] 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).[2]

File:Photo-1531206715517-5c0ba140b2b8.jpg
Empathy for inclusive and diverse collaboration

Primarily, the practice of empathy in the use of digital media is called digital empathy, as explained by a Professor [7] in the Communication Department at Columbia College who has extensively researched on digital empathy and described this concept as "The cognitive and emotional ability to be reflective and socially responsible while strategically using digital media.” [8] 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."[9]

Technology and the Implications on Communications

At the centre of empathy creation is communication.[10] 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. [11] [12] 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," [4] which are critical in building healthy relationships, cultivating emotional intelligence and collaboration.

File:Empathy And technology.png
Digital Empathy in Technological Applications

Technology has often been blamed for virtual miscommunication, characterized by lack of empathy.[13] The appropriate expression of empathy in today’s age is being threatened, largely as a result of psychological disinhibition.[14] Therefore, the concept of “digital empathy” is being researched and explored for connections in fostering social, emotional, and cognitive skills with digital devices. [15]

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. [16] 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.[17] 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.[18] Additionally, research conducted at Michigan University proved that "generations raised on technology" are actually becoming less empathic.[19]

Many social scientists believe that although technology is responsible for the decline of empathetic connections and communications [17][16], it can also be part of the solution.[20] 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. [21] Another social scientist has also used her research to build an app that promotes the development and expansion of empathy in teens. [22]

Applications of Digital Empathy

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.[23] Machine learning, a branch of artificial intelligence, is fuelling this evolution of technology. [24] AI is based on the idea that systems can learn from data and observes the repeated patterns to make decisions with minimal human interventions. [25] 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 [26], as they foster trust[27], patient satisfaction[28], efficiency in diagnosis [29], and, ultimately, treatment adherence and success [30]. 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. [31] With the adoption of new technology in healthcare, a lack of digital empathy can impact patient-provider communications and health outcomes [4].

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. [32] Mental health is also a field applying digital empathy in the form of chatbots—conversational agents, connecting patients with mental health support. [33] 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. [34] 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.[35]

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 [36].

Virtual Reality

File:Empathy VR.jpg
Virtual Reality Experience

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.” [37] 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. [38] 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. [39] [40]

Conclusion

The means by which empathy is expressed is naturally evolving with society, particularly as communication is becoming increasingly digital. [41]As technology is maturing, digital empathy is also leading the way into artificial empathy, the ability of AI systems to detect and respond to human emotions.

See Also


References

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  2. ^ a b "There Are Actually 3 Types of Empathy. Here's How They Differ--and How You Can Develop Them All". {{cite web}}: Cite has empty unknown parameter: |dead-url= (help)
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  7. ^ "YONTY FRIESEM". {{cite web}}: Cite has empty unknown parameter: |dead-url= (help)
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  9. ^ N, Yildiz, Melda (2015-12-02). Handbook of Research on Media Literacy in the Digital Age. IGI Global. ISBN 9781466696686.{{cite book}}: CS1 maint: multiple names: authors list (link)
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  16. ^ a b Twenge, Jean M. (2017). "Have Smartphones Destroyed a Generation?". The Atlantic. ISSN 1072-7825. Retrieved 2019-08-30.
  17. ^ a b 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.
  18. ^ Ives, Eugenia A. (2012). iGeneration: The Social Cognitive Effects of Digital Technology on Teenagers.
  19. ^ 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.
  20. ^ Pozniak, Helena (2019-06-19). "Empathetic technology: experiencing life through the looking glass". eandt.theiet.org. Retrieved 2019-08-30.
  21. ^ "Rethinking Technology's Impact on Empathy" (PDF). {{cite web}}: Cite has empty unknown parameter: |dead-url= (help)
  22. ^ "Random Act of Kindness". {{cite web}}: Cite has empty unknown parameter: |dead-url= (help)
  23. ^ "Empathy in the Time of Technology: How Storytelling is the Key to Empathy". jetpress.org. Retrieved 2019-08-30. {{cite web}}: Cite has empty unknown parameter: |dead-url= (help)
  24. ^ Dayan, Zohar. "Why every tech company needs to integrate empathy". Mashable. Retrieved 2019-08-30.
  25. ^ "Machine Learning: What it is and why it matters". www.sas.com. Retrieved 2019-08-30.
  26. ^ Riess, Helen (2010-10-13). "Empathy in Medicine—A Neurobiological Perspective". JAMA. 304 (14): 1604. doi:10.1001/jama.2010.1455. ISSN 0098-7484.
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  32. ^ 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–e193581. doi:10.1001/jamanetworkopen.2019.3581.
  33. ^ 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). doi:10.2196/10148. ISSN 1439-4456. PMC 6039770. PMID 29945856.{{cite journal}}: CS1 maint: unflagged free DOI (link)
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  39. ^ "Becoming Homeless: A Human Experience". VHIL. Retrieved 2019-08-30.
  40. ^ University, Stanford (2018-10-17). "Virtual reality can help make people more empathetic". Stanford News. Retrieved 2019-08-30.
  41. ^ Terry, Christopher; Cain, Jeff (2016-05-25). "The Emerging Issue of Digital Empathy". American Journal of Pharmaceutical Education. 80 (4). doi:10.5688/ajpe80458. ISSN 0002-9459. PMC 4891856. PMID 27293225.


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