Please use this identifier to cite or link to this item: http://hdl.handle.net/10125/50142

Exploring Affordances of Slack Integrations and Their Actualization Within Enterprises - Towards an Understanding of How Chatbots Create Value

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dc.contributor.author Stoeckli, Emanuel
dc.contributor.author Uebernickel, Falk
dc.contributor.author Brenner, Walter
dc.date.accessioned 2017-12-28T00:56:38Z
dc.date.available 2017-12-28T00:56:38Z
dc.date.issued 2018-01-03
dc.identifier.isbn 978-0-9981331-1-9
dc.identifier.uri http://hdl.handle.net/10125/50142
dc.description.abstract The rise of chatbots poses new possibilities to link social interactions within instant messengers with third-party systems and business processes. While many companies use chatbots within the enterprise in the form of Slack apps and integrations, little is known about their affordances. Grounded in a qualitative research endeavour, we conducted 12 explorative interviews in 8 organizational settings to inductively gain rich contextual insights. Our results reveal 14 functional affordances in 4 categories, elucidating how their actualization leads to the perception of higher level affordances and constraints. First, we discuss how chatbots augment social information systems with affordances of traditional enterprise systems, and therefore, enable bottom-up automation. Second, we elaborate on how the actualization of an affordance by one user may facilitate its perception by other users. Thus, we contribute towards a better understanding of how chatbots create value.
dc.format.extent 10 pages
dc.language.iso eng
dc.relation.ispartof Proceedings of the 51st Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject Social Information Systems
dc.subject Affordances, Chatbot, Instant messaging, Slack, Social information systems
dc.title Exploring Affordances of Slack Integrations and Their Actualization Within Enterprises - Towards an Understanding of How Chatbots Create Value
dc.type Conference Paper
dc.type.dcmi Text
dc.identifier.doi 10.24251/HICSS.2018.255
Appears in Collections: Social Information Systems


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