Modeling Motivational Interviewing Strategies on an Online Peer-to-Peer Counseling Platform
Modeling Motivational Interviewing Strategies on an Online Peer-to-Peer Counseling Platform
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DOI：
10.1145/3555640
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发表时间：
2022-11
影响因子：
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通讯作者：
Raj Sanjay Shah;Faye Holt;Shirley Anugrah Hayati;A. Agarwal;Yi-Chia Wang;Robert E. Kraut;Diyi Yang
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文献类型：
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作者：
Raj Sanjay Shah;Faye Holt;Shirley Anugrah Hayati;A. Agarwal;Yi-Chia Wang;Robert E. Kraut;Diyi Yang
数以百万计的人参加在线同伴对同伴的支持会议，然而，很少有系统的基于心理学的评估细粒度同伴咨询行为与客户满意度的关系。本文试图通过将同伴咨询师聊天信息映射到动机访谈（MI）技术来弥合这一差距。我们使用17种MI技术对734个聊天对话中的14,797个话语进行了注释，并引入了四种新的访谈代码，如“闲聊”和“不适当”，以解释在线平台上观察到的独特会话模式。我们通过微调大型领域特定语言模型，自动化标记同伴咨询师对MI技术的反应的过程，然后使用这些自动化措施通过相关研究来调查同伴咨询师的行为。具体而言，我们研究了MI技术对会话评分的影响，以调查预测客户对其咨询会议满意度的技术。当咨询师使用反思和肯定等技巧时，来访者会更满意。通过研究志愿咨询师使用技巧的变化，我们发现随着经验的积累，咨询师学会了使用更多的介绍和开放式问题。本研究对在点对点咨询平台上使用动机性访谈技术提供了更深入的理解，并为如何在在线平台上为志愿咨询师建立更好的培训项目提供了启示。
Millions of people participate in online peer-to-peer support sessions, yet there has been little prior research on systematic psychology-based evaluations of fine-grained peer-counselor behavior in relation to client satisfaction. This paper seeks to bridge this gap by mapping peer-counselor chat-messages to motivational interviewing (MI) techniques. We annotate 14,797 utterances from 734 chat conversations using 17 MI techniques and introduce four new interviewing codes such as ''chit-chat'' and ''inappropriate'' to account for the unique conversational patterns observed on online platforms. We automate the process of labeling peer-counselor responses to MI techniques by fine-tuning large domain-specific language models and then use these automated measures to investigate the behavior of the peer counselors via correlational studies. Specifically, we study the impact of MI techniques on the conversation ratings to investigate the techniques that predict clients' satisfaction with their counseling sessions. When counselors use techniques such as reflection and affirmation, clients are more satisfied. Examining volunteer counselors' change in usage of techniques suggest that counselors learn to use more introduction and open questions as they gain experience. This work provides a deeper understanding of the use of motivational interviewing techniques on peer-to-peer counselor platforms and sheds light on how to build better training programs for volunteer counselors on online platforms.