research-article

"Like Shock Absorbers": Understanding the Human Infrastructures of Technology-Mediated Mental Health Support

Authors:

Sachin R. Pendse,

Faisal M. Lalani,

Munmun De Choudhury,

Neha KumarAuthors Info & Claims

CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems

Pages 1 - 14

https://doi.org/10.1145/3313831.3376465

Published: 23 April 2020 Publication History

Abstract

Significant research in HCI and beyond has sought to understand end-user needs in formal and informal technology-mediated mental health support (TMMHS) systems. However, little work has been done to understand the experiences and needs of the individuals who power or support these systems, particularly in the Global South. We present a qualitative study of one of the most accessible forms of mental health care in India — helplines. Through in-depth interviews conducted with 12 helpline volunteers, we research the human infrastructure responsible for the functioning of helplines. We foreground the often invisible labor involved in erecting and maintaining the institutional, interpersonal, and individual boundaries that are critical to realizing the goals of these helplines. Finally, we discuss the implications of our research for future work examining human infrastructures, particularly in mental health settings, and for the design of future TMMHS systems that deliver on-demand care to diverse, underserved, and stigmatized populations.

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Cited By

Chandrasekaran ACurrano RBatool VChen KMurnane ESirkin DMauriello M(2024)Therapy for Therapists: Design Opportunities to Support the Psychological Well-being of Mental Health WorkersProceedings of the ACM on Human-Computer Interaction10.1145/36869578:CSCW2(1-34)Online publication date: 8-Nov-2024
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Pendse SMassachi TMahdavimoghaddam JButler JSuh JCzerwinski M(2024)Towards Inclusive Futures for Worker WellbeingProceedings of the ACM on Human-Computer Interaction10.1145/36374148:CSCW1(1-32)Online publication date: 26-Apr-2024
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Index Terms

"Like Shock Absorbers": Understanding the Human Infrastructures of Technology-Mediated Mental Health Support
1. Human-centered computing
  1. Collaborative and social computing
    1. Collaborative and social computing design and evaluation methods
      1. Ethnographic studies
  2. Human computer interaction (HCI)
    1. Empirical studies in HCI
    2. HCI design and evaluation methods
      1. User studies

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cover image ACM Conferences

CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems

April 2020

10688 pages

ISBN:9781450367080

DOI:10.1145/3313831

General Chairs:
Regina Bernhaupt
Eindhoven University of Technology, Netherlands
,
Florian 'Floyd' Mueller
Monash University, Australia
,
David Verweij
Newcastle University, UK
,
Josh Andres
RMIT, Australia
,
Program Chairs:
Joanna McGrenere
University of British Columbia, Canada
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Andy Cockburn
University of Canterbury, New Zealand
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Ignacio Avellino
University of Maryland Baltimore County, USA
,
Alix Goguey
Grenoble Alpes University, France
,
Pernille Bjørn
University of Copenhagen, Denmark
,
Shengdong (Shen) Zhao
National University of Singapore, Singapore
,
Briane Paul Samson
Future University Hakodate, Japan & De La Salle University, Philippines
,
Rafal Kocielnik
University of Washington, USA

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