research-article

Open access

What Makes Digital Support Effective? How Therapeutic Skills Affect Clinical Well-Being

Authors:

Raj Sanjay Shah,

Robert E. KrautAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 8, Issue CSCW1

Article No.: 190, Pages 1 - 29

https://doi.org/10.1145/3641029

Published: 26 April 2024 Publication History

Abstract

Online mental health support communities, in which volunteer counselors provide accessible mental and emotional health support, have grown in recent years. Despite millions of people using these platforms, the clinical effectiveness of these communities on mental health symptoms remains unknown. Although volunteers receive some training on the therapeutic skills proven effective in face-to-face environments, such as active listening and motivational interviewing, it is unclear how the usage of these skills in an online context affects people's mental health. In our work, we collaborate with one of the largest online peer support platforms and use both natural language processing and machine learning techniques to examine how one-on-one support chats on the platform affect clients' depression and anxiety symptoms. We measure how characteristics of support-providers, such as their experience on the platform and use of therapeutic skills (e.g. affirmation, showing empathy), affect support-seekers' mental health changes. Based on a propensity-score matching analysis to approximate a random-assignment experiment, results shows that online peer support chats improve both depression and anxiety symptoms with a statistically significant but relatively small effect size. Additionally, support providers' techniques such as emphasizing the autonomy of the client lead to better mental health outcomes. However, we also found that the use of some behaviors, such as persuading and providing information, are associated with worsening of mental health symptoms. Our work provides key understanding for mental health care in the online setting and designing training systems for online support providers.

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Yang JLi PIslam MRen S(2024)Online Allocation with Replenishable Budgets: Worst Case and BeyondACM SIGMETRICS Performance Evaluation Review10.1145/3673660.365507352:1(57-58)Online publication date: 13-Jun-2024
https://dl.acm.org/doi/10.1145/3673660.3655073
Yang JLi PIslam MRen SGaretto MMarin ACiucu FFanti GRighter R(2024)Online Allocation with Replenishable Budgets: Worst Case and BeyondAbstracts of the 2024 ACM SIGMETRICS/IFIP PERFORMANCE Joint International Conference on Measurement and Modeling of Computer Systems10.1145/3652963.3655073(57-58)Online publication date: 10-Jun-2024
https://dl.acm.org/doi/10.1145/3652963.3655073

Index Terms

What Makes Digital Support Effective? How Therapeutic Skills Affect Clinical Well-Being
1. Human-centered computing
  1. Collaborative and social computing
    1. Empirical studies in collaborative and social computing

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In low-and middle-income countries like India, people with severe mental illness (PSMI) rely on their families as a primary source of care, given the lack of support from healthcare systems. The demanding nature of caregiving places significant physical ...
Therapy for Therapists: Design Opportunities to Support the Psychological Well-being of Mental Health Workers
CSCW

On-demand mental health services-including counseling, crisis hotlines, and peer support programs-are vital to the healthcare system, providing acute and ongoing support through telephone, online chats, and text messaging. Although such services have ...

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 8, Issue CSCW1

CSCW

April 2024

6294 pages

EISSN:2573-0142

DOI:10.1145/3661497

Editor:
Jeff Nichols
Apple Inc., United States

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Copyright © 2024 Owner/Author.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike International 4.0 License.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 26 April 2024

Published in PACMHCI Volume 8, Issue CSCW1

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Yang JLi PIslam MRen S(2024)Online Allocation with Replenishable Budgets: Worst Case and BeyondACM SIGMETRICS Performance Evaluation Review10.1145/3673660.365507352:1(57-58)Online publication date: 13-Jun-2024
https://dl.acm.org/doi/10.1145/3673660.3655073
Yang JLi PIslam MRen SGaretto MMarin ACiucu FFanti GRighter R(2024)Online Allocation with Replenishable Budgets: Worst Case and BeyondAbstracts of the 2024 ACM SIGMETRICS/IFIP PERFORMANCE Joint International Conference on Measurement and Modeling of Computer Systems10.1145/3652963.3655073(57-58)Online publication date: 10-Jun-2024
https://dl.acm.org/doi/10.1145/3652963.3655073

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