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Like It Or Lump It: An Exploration Of Social Media Change And Its Implications For Users With Motor Impairments
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Like It Or Lump It: An Exploration Of Social Media Change And Its Implications For Users With Motor Impairments

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Talk 20 from Inclusive Design 24 (#ID24) http://inclusivedesign24.org/ for #GAAD http://globalaccessibilityawarenessday.org/gaad.html

Talk 20 from Inclusive Design 24 (#ID24) http://inclusivedesign24.org/ for #GAAD http://globalaccessibilityawarenessday.org/gaad.html

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  • 1. LIKE IT OR LUMP IT: AN EXPLORATION OF SOCIAL MEDIA CHANGE AND ITS IMPLICATIONS FOR USERS WITH MOTOR IMPAIRMENTS. Dr. Makayla Lewis PostDoc @ Royal Holloway, University of London @maccymacx | www.makaylalewis.co.uk #ID24 #GAAD 1
  • 2. 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 Researcher who HEARTS listening to & crafting user stories. @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 2
  • 3. CP STORIES @maccymacx | www.makaylalewis.co.uk MOTIVATION EXPLORING Cerebral Palsy & Wheelchair User Natural Speech Impairment Social Media is a Communication Life Line Interviews & 3-Week Observations #ID24 #GAAD 3
  • 4. PREHISTORIC RECENT @maccymacx | www.makaylalewis.co.uk EXAMPLE (1) #ID24 #GAAD 4
  • 5. PREHISTORIC RECENT @maccymacx | www.makaylalewis.co.uk EXAMPLE (2) #ID24 #GAAD 5
  • 6. DO YOU THINK FREQUENT & ABRUPT SOCIAL MEDIA CHANGES IMPACT USERS WITH MOTOR IMPAIRMENTS (CEREBRAL PALSY)? @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 6
  • 7. •  Task re-learning •  Personal & use confidence •  Introduction of poor UI features •  Removal of accessible features •  Slow input speed @maccymacx | www.makaylalewis.co.uk IMPACT (1) #ID24 #GAAD 7
  • 8. Slow & Frustrating Interaction @maccymacx | www.makaylalewis.co.uk IMPACT (2) #ID24 #GAAD 8
  • 9. Independence & Privacy @maccymacx | www.makaylalewis.co.uk IMPACT (2) #ID24 #GAAD 9
  • 10. WHEN DEPLOYING CHANGE HAVE YOU CONSIDERED THESE IMPACTS? @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 10
  • 11. MONITORING REAL CHANGE Facebook 431 Blog Comments and 13,323 Likes Twitter 427,925 Tweets Using #NewTwitter •  Overview of users reactions to change via tweets or comments during peaks. •  In-depth look at users reactions to change over a 6-month period using an event-sampling method. @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 11
  • 12. Disliked ‘roll out’ method used e.g. those without it were increasingly ‘angry’ Disliked #NewTwitter because of system problems and confusing user interface Disliked the lack of support and two-way communication Initial excitement about #NewTwitter which decreased overtime Twitter.com observes discontentment and tries to reduce this by using celebrity endorsements @maccymacx | www.makaylalewis.co.uk QUICK: SENTIMENT #ID24 #GAAD 12
  • 13. Roll out method and poor communication causes users to question the existence of #NewTwitter e.g. asking who has it? 80% of users have #NewTwitter reducing questions however the remaining 20% are angry and asking how to get it Initial excitement causes users to ask what #NewTwitter will look like and when they will get it + + - - @maccymacx | www.makaylalewis.co.uk QUICK: SUBJECT #ID24 #GAAD 13
  • 14. Completing roll-out reports of system problems increase Twitter.com tackling problems •  Aesthetics •  Operability •  Performance •  Platform Compatibility •  Recovery •  Accessibility @maccymacx | www.makaylalewis.co.uk QUICK: PROBLEMS #ID24 #GAAD 14
  • 15. Twitter tells users that #OldTwitter will be available for a limited time, increasing non- acceptance Abrupt change causes some concern & non- acceptance @maccymacx | www.makaylalewis.co.uk QUICK: USER ACCEPTANCE #ID24 #GAAD 15
  • 16. FACEBOOK MONITORING “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?” @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 16
  • 17. WHAT DO YOU THINK ABOUT TWITTER & FACEBOOK CHANGE DEPLOYMENT? DOES IT REFLECT YOUR CHANGE DEPLOYMENT PRACTICES? @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 17
  • 18. 9. Generally, how significant are the following in influencing your acceptance of a website change? Very Significant Significant Insignificant Very Insignificant Response Count Knowledge of the change before its implementation 43.5% (10) 26.1% (6) 17.4% (4) 13.0% (3) 23 Consultation with you before the change is implemented 26.1% (6) 30.4% (7) 39.1% (9) 4.3% (1) 23 Consultation with you throughout the change 17.4% (4) 34.8% (8) 39.1% (9) 8.7% (2) 23 Consultation with you after the change is implemented 17.4% (4) 60.9% (14) 21.7% (5) 0.0% (0) 23 Help and support offered before the change is implemented 13.6% (3) 50.0% (11) 31.8% (7) 4.5% (1) 22 Help and support offered throughout the change 21.7% (5) 43.5% (10) 34.8% (8) 0.0% (0) 23 Help and support offered after the change is implemented 36.4% (8) 36.4% (8) 31.8% (7) 0.0% (0) 22 Opinions of others experiencing the change 21.7% (5) 26.1% (6) 39.1% (9) 13.0% (3) 23 answered question 23 WHAT DO USERS WITH CP WANT? @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 118
  • 19. 5 STEP PROCESS FOR CHANGE @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 19
  • 20. BREAKDOWN @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 20
  • 21. THIS ISN’T GROUND BREAKING… SIMPLE! @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 21
  • 22. @maccymacx | www.makaylalewis.co.uk “If they did this it would make life and communicating with my friends easier. I wouldn’t feel so alienated when change occurs. I would have the time to adjust. I use a head-switch and that takes time to remember everything. At least I could practice but still use the old version. I like this a lot, do you think Facebook will follow it?” #ID24 #GAAD 22
  • 23. UPDATE (1) 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)) @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 23
  • 24. UPDATE (2) 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. @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 24
  • 25. @maccymacx | www.makaylalewis.co.uk PLEASE CONSIDER USERS WITH MOTOR IMPAIRMENTS WHEN YOU CHANGE YOUR “SOCIAL” WEBSITE! #ID24 #GAAD 25
  • 26. FAQ •  Could step process be useful to social media users with other disabilities? Bubble up approach •  Could step process be applied to other web services/sites? OSN Change isn’t the be all and end all this method has recently been introduced within the Citizen Science Space (Zooniverse) •  Is this research available? YES! YES! YES! @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 26
  • 27. THANK YOU! *FREE* PhD Thesis (including CSUN, DIS AND ASSETS papers): http://openaccess.city.ac.uk/3011/ @maccymacx | www.makaylalewis.co.uk#ID24 #GAAD 27