Conference Agenda
Overview and details of the sessions of this conference. Please select a date or location to show only sessions at that day or location. Please select a single session for detailed view (with abstracts and downloads if available).
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PAPERS: AI and New Technologies Location: Appleton Tower, LT5 Zoom Link Accessibility: https://www.accessable.co.uk/the-university-of-edinburgh/central-area/access-guides/appleton-lecture-theatre-5-edinburgh Session Chair: Scott Schmidt, Georgetown University Session Chair: Sabine Junginger, Northumbria University | |
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Computational User Research for a Public Helpline for Continuous Service Improvement: Parents Anonymous® as a Service Ecosystem 1: Myron E. Ullman, Jr. School of Design, University of Cincinnati; 2: Arizona State University Parents Anonymous®, a social service agency, provides a comprehensive ecosystem of supports to parents through its National Parent & Youth Helpline and mutual support groups. The verbal support provided through the Helpline is the core of this public service. We present a computational user research approach that learns from call transcripts to guide continuous improvement across the helpline–group system. From real conversations, we extract clear, actionable signals: how emotions shift during a call, which needs recur over time and when people are most likely to reach out. These insights feed back into everyday practice: refining counsellors’ training and responses, timing follow-ups, and planning schedules and outreach. The approach adds no burden to callers, fits existing staff workflows, and complements practitioner expertise. We offer a practical roadmap for public teams to pair service design with data-driven feedback so helplines. View Paper: https://doi.org/10.21606/drs.2026.2370
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