Abstract
Information-Communication Technologies (ICTs) are currently used in various fields and there are many amazing inventions that are already present and make communication and life easier for us on a daily basis. The use of ICTs is less represented in the social work institutions. Therefore, this paper presents the implementation of ICTs through the chatbot application for the needs of social work created on the Tidio platform and within the webpage of the Public Institution “Center for Social Work Tešanj”. The application facilitates the work of social workers in collecting information from the users and eases the aid received by the users of social care in terms of faster responses to inquiries during emergencies, such as the COVID-19 pandemic, but also after. For the purpose of this research, an end-user survey was created and conducted with the aim of collecting user opinions on the acceptance and motivation for the use of chatbots in social work institutions. The results showed good acceptance and usage motivation of social work chatbot.
Highlights
Extraordinary circumstances in our history happened several times
The application facilitates the work of social workers in collecting information from the users and eases the aid received by the users of social care in terms of faster responses to inquiries during emergencies such as the COVID-19 pandemic, and after it
We have developed and implemented a simple social work chatbot application and investigated its acceptance and willingness of users to use it in a concrete social work institution by conducting an enduser survey
Summary
In the last century, humanity experienced the Spanish Flu in 1918, the Great Depression in early 30s, the Second World Ware from 1939 to 1945, and in early 2020 the SARS-Cov-2 virus pandemic. In opposite to the ones prior to it, this pandemic happened in an era of intensive digital and information-communication technologies (ICTs) development and usage, which eased the living in this period. As given in [2], in COVID-19 pandemic as an extraordinary situation, digital technology so far has been mainly used in educational category, i.e., face-to-face to online communicating, delivering instructions, and learning. In terms of daily use, the most prominent activities were tracing, analyzing data, predicting/forecasting, and diagnosing the virus. The area where ICTs were the most represented is the public health
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