OLD HABITS DIE HARD: CHANGE MANAGEMENT IN SOCIAL MEDIA AND ITS IMPLICATIONS FOR USERS WITH MOTOR IMPAIRMENTS. Dr. Makayla Lewis PostDoc @ Royal Holloway, University of London (Information Security Group)

Web Accessibility London (a11yLDN) Organiser

WHO AM I?

•  PhD in Human-Computer Interaction (Cerebral Palsy, Online Social Networks and Change) - Sept 2012

•  PostDoc on Cyber Security Cartographies (CySeCa) Project – Since Nov 2012

•  Essentially… HCI User Research who hearts Visual Storytelling Methods.

MOTIVATION

Images have been removed please view PhD Thesis for personal moitvation

http://openaccess.city.ac.uk/3011/

CP STORIES

Images have been removed please view PhD Thesis for CP personas:

http://openaccess.city.ac.uk/3011/

OSN CHANGE & CP

Frequent and abrupt OSN changes i.e. UI and task structure •  Confusion, task relearning, personal & use confidence,

introduction of poor UI features and or removal of accessible features.

•  OSN use and independence is reduced by change

•  Support individuals are often required to resolve problems or assist use

•  This is often felt inappropriate by adult with CP.

MONITORING CHANGE

Facebook 431 Blog Comments and 13,323 Likes

Facebook 427,925 Tweets Using #NewTwitter

•  Overview of users reactions to change within the user interface, this was done by investigating tweets or comments during peaks.

•  In-depth look at users reactions to change over a 6-month period using an event-sampling method where the first 100 comments mentioning the change on a given day were collected & analysed.

ANALYZING CHANGE

#NewTwitter Global Peaks

#NewTwitter Sentiment Analysis #NewTwitter Change Acceptance

EXPLORE

Images have been removed please view PhD Thesis for Methodology:

http://openaccess.city.ac.uk/3011/

SURVEY

“Facebook are never thinking about us users. We don’t need this feature, I

don’t know why they’ve done this. Why have I got it but my friends don’t.

F*** this how do I opt-out?”

Similar response from Twitter users with CP.

5 STEP PROCESS FOR OSN CHANGE

UPDATE… 2013 •  Flickr – Excellent (Detected: Step 3 Persuade (Overlap) and Step 4

(Refreeze i.e. Active Support) and 5 (Consultation)

•  Twitter – Good (Detected: Step 1 Before (Limited Knowledge), Step 2 Unfreeze (Short Roll Out) and 3 (Overlap))

2014 •  Twitter – Not So Good (Slowly Returning To Old Habits (#TwitterLayout

Detected: Step 2 Unfreeze (Short Roll Out) and 3 (Overlap))

•  Flickr

•  Excellent (Early 2014 – Detected: Step 1 and 2) •  Good (April 2014 – Returning To Old Habits: No Steps 1, 2 or 3)

AND Facebook, Facebook, Facebook… Just Don’t Give A Monkey Uncle.

PLEASE CONSIDER MOTOR IMPAIRED USERS WHEN YOU CHANGE YOUR

“SOCIAL” WEBSITES.

OSN CHANGE ISN’T THE BE ALL AND END ALL THIS METHOD HAS RECENTLY BEEN INTRODUCED WITHIN THE CITIZEN

SCIENCE SPACE (ZOONIVERSE)

THANK YOU!

@maccymacx

makayla.lewis@rhul.ac.uk

www.makaylalewis.co.uk

*FREE* PhD Thesis (including CSUN, DIS AND ASSETS papers):

http://openaccess.city.ac.uk/3011/