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

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

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

CP STORIES
MOTIVATION EXPLORING
Cerebral Palsy & Wheelchair User
Natural Speech Impairment
Social Media is a Communication
Life Line
Interviews & 3-Week Observations
#ID24 #GAAD
3

PREHISTORIC
RECENT
EXAMPLE (1)
#ID24 #GAAD
4

PREHISTORIC RECENT
EXAMPLE (2)
#ID24 #GAAD
5

DO YOU THINK FREQUENT &
ABRUPT SOCIAL MEDIA
CHANGES IMPACT USERS WITH
MOTOR IMPAIRMENTS
(CEREBRAL PALSY)?
6

•  Task re-learning
•  Personal & use confidence
•  Introduction of poor UI features
•  Removal of accessible features
•  Slow input speed
IMPACT (1)
#ID24 #GAAD
7

Slow & Frustrating Interaction
IMPACT (2)
#ID24 #GAAD
8

Independence & Privacy
IMPACT (2)
#ID24 #GAAD
9

WHEN DEPLOYING CHANGE
HAVE YOU CONSIDERED THESE
IMPACTS?
10

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.
11

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
QUICK: SENTIMENT
#ID24 #GAAD
12

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
+
+
-
-
QUICK: SUBJECT
#ID24 #GAAD
13

Completing roll-out reports of
system problems increase
Twitter.com tackling
problems
•  Aesthetics
•  Operability
•  Performance
•  Platform
Compatibility
•  Recovery
•  Accessibility
QUICK: PROBLEMS
#ID24 #GAAD
14

Twitter tells
users that
#OldTwitter will
be available for
a limited time,
increasing non-
acceptance
Abrupt
change
causes
some
concern &
non-
acceptance
QUICK: USER ACCEPTANCE
#ID24 #GAAD
15

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?”
16

WHAT DO YOU THINK ABOUT
TWITTER & FACEBOOK CHANGE
DEPLOYMENT?
DOES IT REFLECT YOUR
CHANGE DEPLOYMENT
PRACTICES?
17

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
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
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?
118

5 STEP PROCESS FOR CHANGE
19

BREAKDOWN
20

THIS ISN’T GROUND BREAKING…
SIMPLE!
21

“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

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))
23

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.
24

PLEASE CONSIDER USERS WITH
MOTOR IMPAIRMENTS WHEN
YOU CHANGE YOUR “SOCIAL”
WEBSITE!
#ID24 #GAAD
25

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!
26

THANK YOU!
*FREE* PhD Thesis (including CSUN, DIS
AND ASSETS papers):
http://openaccess.city.ac.uk/3011/
27

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

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