Mobile Instant Messaging Apps Research Articles

Does mobile instant messaging facilitate social presence in online communication? A two-stage study of higher education students

Online social presence supports student learning by making group interactions more appealing and has become a central concept in computer-mediated communication. However, questions remain over how social presence is presented in a mobile instant messaging (MIM)-facilitated environment and to what extent MIM can afford social presence compared to a threaded discussion forum. This study offers a new contribution by examining the social presence levels afforded by a MIM app (WeChat) and comparing it with a threaded discussion forum. We present a two-stage study. In stage 1, we analyzed social presence levels in the MIM postings of class A with a validated instrument comprising three dimensions, namely, affective, interactive, and cohesive responses. In stage 2, we employed a historical cohort control experimental research study to compare social presence levels manifested in class A to those in class B who used an online forum. Follow-up interviews were conducted to solicit explanations of the differences in social presence levels. The results show that compared to the asynchronous threaded forum, the quasi-synchronous MIM is particularly suited to promoting (a) expression of emotions (affective social presence), (b) expressing agreement (interactive social presence), and (c) phatics and providing support (cohesive social presence). Four attributes might contribute to the differences including (a) the ease of use of non-verbal cues, (b) location-free digital interaction, (c) presence awareness, and (d) multimodality. The implications for future practices and research are discussed.

EDirect: Energy-Efficient D2D-Assisted Relaying Framework for Cellular Signaling Reduction

Mobile Instant Messaging (IM) apps, such as WhatsApp and WeChat, frequently send heartbeat messages to remote servers to maintain their always-online status. Periodic heartbeat messages are small in size, but their transmissions incur heavy signaling traffic due to frequently establishing and releasing communication channels between Base Stations (BSs) and smartphones, known as the signaling storm. Meanwhile, smartphones also need to activate the cellular data communication module frequently for transmitting short heartbeat messages, resulting in substantial energy consumption. To address these issues, we present eDirect, an energy-efficient D2D-assIsted Relaying framEwork for Cellular signaling reducTion. eDirect selects active smartphones as relays to opportunistically collect heartbeat messages from nearby smartphones using energy-efficient D2D communication. The collected heartbeat messages are transmitted to the BS in an aggregated manner to reduce cellular signaling traffic. Based on the beating frequencies and deadlines of the collected heartbeat messages, eDirect schedules transmissions of the collected heartbeat messages to minimize signaling overhead and energy consumption while meeting the deadline constraints. We implement and evaluate our solution on Android smartphones. The results from real-world experiments show that our solution reduces signaling traffic by at least 50% and energy consumption by up to 36%.

Correlates of social media fatigue and academic performance decrement

PurposeThe current study aims to investigate if different measures related to online psychosocial well-being and online behavior correlate with social media fatigue.Design/methodology/approachTo understand the antecedents and consequences of social media fatigue, the stressor-strain-outcome (SSO) framework is applied. The study consists of two cross-sectional surveys that were organized with young-adult students. Study A was conducted with 1,398 WhatsApp users (aged 19 to 27 years), while Study B was organized with 472 WhatsApp users (aged 18 to 23 years).FindingsIntensity of social media use was the strongest predictor of social media fatigue. Online social comparison and self-disclosure were also significant predictors of social media fatigue. The findings also suggest that social media fatigue further contributes to a decrease in academic performance.Originality/valueThis study builds upon the limited yet growing body of literature on a theme highly relevant for scholars, practitioners as well as social media users. The current study focuses on examining different causes of social media fatigue induced through the use of a highly popular mobile instant messaging app, WhatsApp. The SSO framework is applied to explore and establish empirical links between stressors and social media fatigue.

Why do people purchase virtual goods? A uses and gratification (U&G) theory perspective

Few literature studies have investigated the relationships between different uses and gratifications (U&Gs) of mobile instant messaging (MIM) apps, continuation, and purchase intentions. To address this gap, the researchers aimed to examine the influence of the content, social, process, and technology U&Gs of MIM on continuation intentions toward MIMs, and purchase intentions toward virtual goods available on MIMs. A comprehensive research model was developed based on the U&G theory, which was tested using cross-sectional data from 309 Japanese MIM users. The study considered six different U&Gs of MIM as independent variables and purchase intentions towards stickers and continuation intentions towards MIM as dependent variables. The study results suggest that exposure U&G has a significant positive association with MIM sticker purchase intentions. The entertainment and affection U&G are positively associated with continuation intentions towards MIM use. The study contributes to the literature by investigating U&Gs that motivate MIM users to have both positive purchase intentions toward virtual goods, such as stickers, and continuation intentions toward MIMs. The study has significant theoretical and practical implications for both researchers and practitioners who are interested in virtual goods, the virtual economy, MIM apps, social media, new media, and the service economy.

Supporting lower-level processes in EFL listening: the effect on learners’ listening proficiency of a dictation program supported by a mobile instant messaging app

Lower-level processes have long been overlooked in EFL listening pedagogy. To address this pervasive problem, in this study, a program was designed that integrated WeChat, the most popular mobile instant messaging app in China, into dictation practice. Students in two classes studying a compulsory university EFL course were selected as participants, with one class as the experimental group (EG, n = 37) and the other as the control group (CG, n = 33). Both groups attended the same weekly in-class listening course taught by the same instructor, in which traditional listening exercises were combined with explicit decoding instructions. Members of the EG were asked to participate in a WeChat group of 8–10 students to complete daily dictation, while the CG did the practice individually. A listening test served as pre- and post-test, and an open-question survey was used to collect the EG’s perceptions of the WeChat dictation program. The results show that the EG’s improvement in listening was significantly greater than that of the CG. There were no differences in improvement in participants’ listening comprehension between males and female, whereas listening gains differed significantly between the EG and the CG when participants were at different initial listening levels. The students’ perceptions of the benefits and drawbacks of the program are discussed.

The mobile instant messaging interview (MIMI): Using WhatsApp to enhance self-reporting and explore media usage in situ

How do people use media technologies in everyday life and how do they make sense of them? This is one of the core questions in media and communication studies, gaining even more in relevance in light of the rapidly changing, convergent media environment. Yet, rich and context-sensitive data about media and technology use are difficult to generate when media consumption is increasingly pervasive, ubiquitous, and often goes on in passing. At the same time, the full potential of smartphones in qualitative research has not yet been realized. The mobile instant messaging interview (MIMI) introduced and assessed in this paper is intended to fill this gap by exploiting some of the unique communication and multimedia features offered by mobile instant messaging apps. Drawing on diary techniques and on the tried and tested mobile experience sampling method (MESM), the MIMI uses WhatsApp for an in situ exploration of distinct settings and situations of social action (e.g., media usage). To substantiate the approach, the results of a pilot study conducted with young smartphone users are presented, discussing the advantages and drawbacks of mobile instant messaging interviews in detail, from the researcher’s as well as the participant’s point of view.

Chat-based instant messaging support integrated with brief interventions for smoking cessation: a community-based, pragmatic, cluster-randomised controlled trial

Mobile instant messaging apps offer a modern way to deliver personalised smoking cessation support through real-time, interactive messaging (chat). In this trial, we aimed to assess the effect of chat-based instant messaging support integrated with brief interventions on smoking cessation in a cohort of smokers proactively recruited from the community. In this two-arm, pragmatic, cluster-randomised controlled trial, we recruited participants aged 18 years or older who smoked at least one cigarette per day from 68 community sites in Hong Kong, China. Community sites were computer randomised (1:1) to the intervention group, in which participants received chat-based instant messaging support for 3 months, offers of referral to external smoking cessation services, and brief advice, or to the control group, in which participants received brief advice alone. The chat-based intervention included personalised behavioural support and promoted use of smoking cessation services. Masking of participants and the research team was not possible, but outcome assessors were masked to group assignment. The primary outcome was smoking abstinence validated by exhaled carbon monoxide concentrations lower than 4 parts per million and salivary cotinine concentrations lower than 10 ng/mL at 6 months after treatment initiation (3 months after the end of treatment). The primary analysis was by intention to treat and accounted for potential clustering effect by use of generalised estimating equation models. This trial is registered with ClinicalTrials.gov, number NCT03182790. Between June 18 and Sept 30, 2017, 1185 participants were randomly assigned to either the intervention (n=591) or control (n=594) groups. At the 6-month follow-up (77% of participants retained), the proportion of validated abstinence was significantly higher in the intervention group than in the control group (48 [8%] of 591 in intervention vs 30 [5%] of 594 in control group, unadjusted odds ratio 1·68, 95% CI 1·03-2·74; p=0·040). Engagement in the chat-based support in the intervention group was low (17%), but strongly predicted abstinence with or without use of external smoking cessation services. Chat-based instant messaging support integrated with brief cessation interventions increased smoking abstinence and could complement existing smoking cessation services. Hong Kong Council on Smoking and Health.

WhatsApp political discussion, conventional participation and activism: exploring direct, indirect and generational effects

ABSTRACT Ordinary citizens are increasingly using mobile instant messaging apps such as WhatsApp for politically-related activities. Compared to other ‘semi-public’ online platforms, WhatsApp provides a more intimate and controlled environment in which users can almost simultaneously gather and share news, discuss politics, and mobilize others. Relying on two-wave panel data collected in Spain, USA, and New Zealand, this study examines the mediating role of WhatsApp political discussion in the relationships between different types of news use and various forms of political participation. First, our findings reveal WhatsApp discussion has a positive influence on activism, and a more nuanced effect on conventional participation. Second, results are partially supportive of a fully mediated set of influences between news media and social media news uses and both types of participation via WhatsApp. Finally, the study examines age differential effects between younger (Gen Xers and Millennials) and older (Boomers) age groups.

Engaging consumers in mobile instant messaging: the role of cute branded emoticons

PurposeWith the rapid surge of mobile marketing, an increasing number of brands have launched branded emoticons in an attempt to build brand relationships with consumers. Despite the apparent promise of branded emoticon usage, there is only limited academic research on branded emoticons. This paper aims to build on impression management theory and the conceptualization of cuteness to investigate how the effect of cuteness in branded emoticon design influences perceived playfulness in mobile instant messaging (MIM) interaction and the creation of brand engagement in self-concept.Design/methodology/approachConsumers with usage experience of branded emoticons in MIM apps were recruited to complete an online survey. Partial least squares structural equation modelling was used to analyze the data.FindingsTwo facets of cuteness – kindchenschema cuteness and whimsical cuteness – can project a favourable social image to consumers that facilitates playfulness in social interaction and enhances brand engagement in self-concept, which leads to their willingness to purchase the brand and stickiness to the MIM apps.Originality/valueThe popularity of branded emoticons represents a new form of social interaction and an innovative way to build brand relationships. The present study is the first to examine the design aspects of branded emoticons and highlights that the cuteness of a branded emoticon may be a crucial factor in engaging consumers in MIM.

Stay in touch! New insights into end-user attitudes towards engagement platforms

PurposeBecause engagement platforms are becoming an emerging service research context, the purpose of this paper is to understand how consumers may be segmented with respect to attitude towards the mobile instant messaging (MIM) apps used as channels for customer service.Design/methodology/approachConsumers are segmented on the basis of perception of MIM apps by means of data from 478 consumers. A two-step cluster analysis was used to individuate groups according to the similarity of their attitudinal variables and their chat experience with organizations using MIM, while the discriminant function analysis was used to assess the stability of the cluster solution.FindingsThree segments were identified – benevolent, proactive and hesitant – along with significant descriptive variables, such as interaction with organization, opinion regarding effort expectancy, perception of usefulness and perceived ease of technology use. The most engaged, the proactive (30%), are most open to interaction with the organization by means of MIM, while the benevolent (51%) look favourably on the use of instant messaging to communicate with organizations, even if this cluster has never used it with an organization.Practical implicationsUnderstanding how potential customers receive the opportunities offered by MIM as a new channel for improving, extending or completing the service helps to guide the efforts of marketing investments towards a better relationship with customers.Originality/valueThis study explores the use of MIM apps on the part of the customer/organization as engagement platforms from the customer point-of-view. The study highlights how MIM apps can be valuable channels for weaving together relations with customers.

Attitudinal and Behavioral Loyalty Toward Virtual Goods

ABSTRACT The relationship between loyalty, purchasing of virtual goods, and use behavior of mobile instant messaging (MIM) was examined. Two forms of loyalty, attitudinal and behavioral loyalty, were considered. The study tested the model where attitudinal loyalty, including electronic word of mouth and sense of belonging, led to behavioral loyalty, including purchase intention (PI) and continuation intention (CI), and then to different types of use behavior on MIM apps. The model was built upon the theory of reasoned action. The data were collected from a web-based cross-sectional survey of young Japanese adult LINE users. The results suggest that electronic word of mouth has negative association while the sense of belonging has a positive association with CIs, but no direct association with PI. Their association with use behaviors is mediated by CI. The CI have a positive association with PI. Furthermore, PI and CI correlate with the actual use behavior.

Information self-disclosure on mobile instant messaging applications

Purpose The purpose of this paper is to develop a conceptual framework, which identifies intrinsic, social and extrinsic gratification factors as essential individual factors influencing users’ disclosure of personal information via mobile instant messaging (MIM) applications (apps). In addition, the author has examined whether gender affects those different factors of gratification. Design/methodology/approach Data are collected via paper-based survey from university students who use MIM in the United Arab Emirates. Structural equation modeling is used to test the hypotheses that are presented in the model. Findings The findings show that intrinsic gratifications (entertainment and escapism) and social gratifications (social interaction) have positive effects on the depth and breadth of self-disclosure via MIM apps. Additionally, women’s self-disclosure of personal information is positively affected by social influence, while men are not influenced by this type of gratification. Originality/value The study aims to enhance the current understanding of the limited research on the uses and gratifications approach within the context of MIM apps to identify the gratifications that motivate MIM apps users to disclose personal information.

Exploring Community Smokers' Perspectives for Developing a Chat-Based Smoking Cessation Intervention Delivered Through Mobile Instant Messaging: Qualitative Study.

BackgroundAdvances in mobile communication technologies provide a promising avenue for the delivery of tobacco dependence treatment. Although mobile instant messaging (IM) apps (eg, WhatsApp, Facebook messenger, and WeChat) are an inexpensive and widely used communication tool, evidence on its use for promoting health behavior, including smoking cessation, is scarce.ObjectiveThis study aims to explore the perception of using mobile IM as a modality to deliver a proposed chat intervention for smoking cessation in community smokers in Hong Kong, where the proportion of smartphone use is among the highest in the world.MethodsWe conducted 5 focus group, semistructured qualitative interviews on a purposive sample of 15 male and 6 female current cigarette smokers (age 23-68 years) recruited from the community in Hong Kong. All interviews were audiotaped and transcribed. Two investigators independently analyzed the transcripts using thematic analyses.ResultsParticipants considered mobile IM as a feasible and acceptable platform for the delivery of a supportive smoking cessation intervention. The ability to provide more personalized and adaptive behavioral support was regarded as the most valued utility of the IM–based intervention. Other perceived utilities included improved perceived psychosocial support and identification of motivator to quit. In addition, participants provided suggestions on the content and design of the intervention, which may improve the acceptability and usability of the IM–based intervention. These include avoiding health warning information, positive messaging, using former smokers as counselors, and adjusting the language style (spoken vs written) according to the recipients’ preference.ConclusionsThis qualitative study provides the first evidence that mobile IM may be an alternative mobile health platform for the delivery of a smoking cessation intervention. Furthermore, the findings inform the development of a chat-based, IM smoking cessation program being evaluated in a community trial.

Disruptive Marketing Communication for Customer Engagement. The New Frontiers of Mobile Instant Messaging

ABSTRACT The aim of this paper is to evaluate the use of mobile instant messaging (MIM) apps from the perspective of the user. The objective is to verify what is the perceived usefulness, perceived value of use and usability of this new channel of communication utilized with customers and to verify if there are premises for considering instant messaging services as a new platform for customer engagement. Drawing from the Technology Acceptance Model, this study tests the consumers’ perception of the use of mobile services with organizations. Data was made available for analysis from an online survey of 470 respondents. Results show that customers see MIM apps as an effective tool for customer care. Moreover, interaction through MIM apps adds value to the customer-brand relationship. MIM apps used as support to the relationship with customers can contribute to customer care, revealing it to be an excellent marketing tool in support of the customer journey. This research extends the understanding of customer engagement in the ambit of the instant messaging application used for business that so far has not been investigated. This work shows how instant messaging can optimize the benefits deriving from the adoption of disruptive innovations.

Chat-based instant messaging support combined with brief smoking cessation interventions for Chinese community smokers in Hong Kong: Rationale and study protocol for a pragmatic, cluster-randomized controlled trial

BackgroundNovel approaches to engage community smokers in smoking cessation are needed as smokers typically lack motivation to quit or use evidence-based tobacco dependence treatment. Mobile instant messaging apps (e.g., WhatsApp, Facebook Messenger) are widely used but under-studied as a mobile health modality for delivering smoking cessation support. This paper presents the rationale and study design of a trial which aims to evaluate the effectiveness of a chat-based intervention using mobile instant messaging combined with brief interventions for community smokers. MethodsThis is a two-arm, parallel, accessor-blinded, pragmatic cluster-randomized controlled trial on an estimated 1172 daily cigarette smokers aged ≥18 years proactively recruited from 68 community sites (cluster) throughout Hong Kong. Subjects in intervention group received three months of chat-based, instant messaging support guided by acceptance and commitment therapy and other behavioural change techniques, integrated with brief advice and active referral to a smoking cessation service using the AWARD (Ask, Warn, Advise, Refer, Do-it-again) intervention model. Control group received brief advice to quit plus a self-help booklet at baseline. Outcomes were assessed at 1-, 2-, 3- and 6-month after baseline. The primary outcome is abstinence validated by exhaled carbon monoxide (<4 ppm) and salivary cotinine (<10 ng/mL) at 6-month after baseline. Primary analyses will be based on intention-to-treat. CommentsThis is the first trial examining the effectiveness of a chat-based cessation support programme combined with brief interventions in promoting abstinence. The intervention model can be adapted for other behavioural change treatments and more advanced digital smoking cessation intervention.

The involvement paradox

PurposeCan mobile instant messaging (MIM) make people entering into the state of cognitive absorption (CA)? The purpose of this paper is to investigate whether CA can help explain users’ satisfaction during the process of MIM, while interactivity and interest are operated as determinants of CA as well as directly associated with satisfaction.Design/methodology/approachThis study proposes a satisfaction model that is adapted from the CA theory to investigate MIMs users’ satisfaction with two determinants, interactivity and interest. Specifically, CA is operated as a second-order formative construct with four reflective dimensions, including curiosity, focused immersion, heightened enjoyment and temporal dissociation. Partial least square structural equation modeling was applied to evaluate the causal links of the model with the data collected from 472 LINE users who all had long using experience.FindingsThe results showed that CA in MIM, fueled by interactivity and interest, is positively related to satisfaction. Interactivity and interest themselves were also significantly associated with satisfaction. Among them, interactivity has the most influence on satisfaction, followed by interest and CA. Surprised, curiosity and focused immersion did not formative CA in MIM.Research limitations/implicationsThe present study focuses on user satisfaction of a specific MIM (LINE) and collects data from users within a specific region (Taiwan). Other researchers must take these constrains into consideration when referencing this study.Originality/valueTo the best of the authors’ knowledge, this is the first study which confirmed that people still enter into the state of CA when using MIM on smartphone, even though the using environment is drastically different from that on desktop. It indicates that prior theories in CA with desktop-based software are still applicable and serve as a basis for more studies in the mobile context to a certain extent, but other factors should also be considered. As interactivity and interest are conducive to CA, leading to user satisfaction, an MIM app can be more popular if the two factors are incorporated.

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Mobile instant messaging (MIM) services have entirely changed the communication landscape from where it was a decade ago. They have taken communication among humans to the next level. However, despite their massive popularity among masses, we do not know of specific reasons that drive continuous use of MIM apps (e.g., LINE, WhatsApp, and Snapchat). The current study bridges this gap by investigating the continuation behavior in the context of a popular MIM app called LINE. The study developed a comprehensive framework using three popular consumer behavior theories, namely theory of planned behavior, flow experience theory, and consumption value theory. A total of 309 middle and late adolescent LINE users participated in an online survey. The analysis revealed that perceived ease of use (PEOU), functional value, and social value exert significant positive influences on users’ continuation intentions. The PEOU was found to have the strongest influence among all. Additionally, social influence was found to have the significant but negative influence on users’ continuation intentions. However, other factors (perceived enjoyment, concentration, telepresence, and perceived behavioral control) have no role in predicting continuation intentions. Furthermore, continuation intentions were found to have no impact on users’ actual LINE use related behavior. The findings of the present research offer several theoretical and managerial implications.

Enhancing customer loyalty to mobile instant messaging: Perspectives of network effect and self-determination theories

Mobile instant messaging (MIM) apps are popular information and communication technologies (ICTs). As known for ICTs, network effect variables such as perceived network size and perceived complementarity are important for determining user loyalty. However, there is insufficient research on why they are determinants, i.e., knowing the underlying mechanism. Grounded in network effect and self-determination theories, we study such underlying mechanism. Based on an analysis of responses from an online survey of 292 participants using structural equation modelling, we find that the network effect variables of perceived network size and perceived complementarity are positively related to three user-perceived values, namely user-perceived functional, self-expressive, and social values. They are, in turn, positively related to satisfaction of the needs for competence, autonomy, and relatedness, respectively, that further leads to user loyalty. This study contributes to the MIM literature by being the first to use the three user-perceived values and satisfaction of the three needs as novel process variables to construct a model for explaining the impacts of network effect variables on user loyalty to MIM apps. This study provides the insight that MIM providers can more effectively enhance user loyalty by providing the three values that users appreciate and satisfying the three needs, when increasing and advertising their network sizes and availability of complementary offerings.

Perceptions of Mobile Instant Messaging Apps Are Comparable to Texting for Young Adults in the United States

In recent years, text messaging (“texting”) has become the dominant method of communication for young adults. This prevalence of texting has led to research exploring the beneficial and detrimental behaviors associated with texting, indicating wide-ranging social and human factors implications. As texting continues to take precedence over other forms of communication and research begins to address texting behaviors, the question arises about whether people use other mobile instant messaging applications (“IM apps”) similarly. The current study expands on the research of texting behaviors by asking how similarly young adults view apps (e.g., WhatsApp, Facebook Messenger, etc.) to texting. Results indicated that young adults in the United States use texting more frequently than text-based apps, but that these apps are viewed similarly to texting. The implication is that research addressing texting behaviors may apply to other forms of text-based communication; however, texting remains the most prominent mode of communication, justifying its own continued examination.

The impact of privacy concerns on the intention for continued use of an integrated mobile instant messaging and social network platform

A mobile instant messaging and social network MIM-SN app such as WeChat is an instant communication application with integrated social networking features for new-generation smartphones. This study attempts to extend the unified theory of acceptance and use of technology UTAUT2 model with privacy concerns to explain consumer behaviour in the adoption of MIM-SN apps in China. Through an online survey, 251 valid questionnaires were collected. A partial least squares PLS analysis was applied to implement the proposed model and hypothesis testing. The integration of the privacy concerns factor into the UTAUT2 model reduces the effects of performance expectancy and effort expectancy. Compared with UTAUT2, the extended model yields a better explanation for continuance intentions with respect to the adoption of MIM-SN apps in China 89.58%. This study recommends that MIM-SN app service providers should guarantee there are sufficient explicit policies to protect users' privacy.