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STORY: The CAA School Safety Patrol team receives international award for their work

Scoring top marks in the category of Communications/PR Campaign of the Year, for Events and Observances, CAA School Safety Patrol ® team was awarded the Gold Stevie Award in the 17th Annual Business Awards for their work on CAA School Safety Patrol 90th Anniversary Campaign. The team worked on campaign elements like, alumni videos, a vest redesign, a choreographed dance called ‘The 45’ Dance and an float entry into the Toronto Santa Claus Parade. The award recognizes the achievements and positive contributions of organizations and working professionals worldwide. This year, the winners were chosen from a pool of over 3,800 nominations from 63 nations and territories. Some quotes from the judges on our entry: "All activities promoting the 90th anniversary reached perfectly their targets and especially the dancing must have leveraged the activities to something cool and awesome – just as kids said… Great ideas, at the same time simple and engaging! Great job." "Impressive and innovative campaign, very interesting!" "Most thrilling and engaging anniversary celebrations for an extremely important cause - safety of the school going kids. Thoroughly enjoyed the videos." The CAA School Safety Patrol program was developed to protect, educate and empower elementary school children on safe road-crossing practices. Along with CAA, the police, school boards, teachers, busing consortia, parents, and approximately 20,000 dedicated student volunteers give their time to ensure road crossings and school buses remain safe for young Ontarians. Approximately 900 schools in Ontario participate in the CAA School Safety Patrol program and works with over 50 partners to help deliver the program. For more information, visit https://www.caaschoolsafetypatrol.com/. 

Paper ballots, risk-limiting audits can help defend elections and democracy, IU study finds

BLOOMINGTON, Ind. -- With just over two months before the 2020 election, three professors at the Indiana University Kelley School of Business offer a comprehensive review of how other nations are seeking to protect their democratic institutions and presents how a multifaceted, targeted approach is needed to achieve that goal in the U.S., where intelligence officials have warned that Russia and other rivals are again attempting to undermine our democracy. But these concerns over election security are not isolated to the United States and extend far beyond safeguarding insecure voting machines and questions about voting by mail. Based on an analysis of election reforms by Australia and European Union nations, they outline steps to address election infrastructure security -- such as requiring paper ballots and risk-limiting audits -- as well as deeper structural interventions to limit the spread of misinformation and combat digital repression. "In the United States, despite post-2016 funding, still more than two-thirds of U.S. counties report insufficient funding to replace outdated, vulnerable paperless voting machines; further help is needed," said Scott Shackelford, associate professor of business law and ethics in the Kelley School, executive director of the Ostrom Workshop and chair of IU's Cybersecurity Program. "No nation, however powerful, or tech firm, regardless of its ambitions, is able to safeguard democracies against the full range of threats they face in 2020 and beyond. Only a multifaceted, polycentric approach that makes necessary changes up and down the stack will be up to the task." For example, Australia -- which has faced threats from China -- has taken a distinct approach to protect its democratic institutions, including reclassifying its political parties as "critical infrastructure." This is a step that the U.S. government has yet to take despite repeated breaches at both the Democratic and Republican national committees. Based on an analysis of election reforms by Australia and European Union nations, they outline steps to address election infrastructure security -- such as requiring paper ballots and risk-limiting audits -- as well as deeper structural interventions to limit the spread of misinformation and combat digital repression. "In the United States, despite post-2016 funding, still more than two-thirds of U.S. counties report insufficient funding to replace outdated, vulnerable paperless voting machines; further help is needed," said Scott Shackelford, associate professor of business law and ethics in the Kelley School, executive director of the Ostrom Workshop and chair of IU's Cybersecurity Program. "No nation, however powerful, or tech firm, regardless of its ambitions, is able to safeguard democracies against the full range of threats they face in 2020 and beyond. Only a multifaceted, polycentric approach that makes necessary changes up and down the stack will be up to the task." For example, Australia -- which has faced threats from China -- has taken a distinct approach to protect its democratic institutions, including reclassifying its political parties as "critical infrastructure." This is a step that the U.S. government has yet to take despite repeated breaches at both the Democratic and Republican national committees. The article, "Defending Democracy: Taking Stock of the Global Fight Against Digital Repression, Disinformation and Election Insecurity," has been accepted by Washington and Lee Law Review. Other authors are Anjanette "Angie" Raymond, associate professor of business law and ethics, and Abbey Stemler, assistant professor of business law and ethics, both at Kelley; and Cyanne Loyle, associate professor of political science at Pennsylvania State University and a global fellow at the Peace Research Institute Oslo. Aside from appropriating sufficient funds to replace outdated voting machines and tabulation systems, the researchers said that Congress should encourage states to refuse to fund voting machines with paperless ballots. The researchers also suggest requiring risk-limiting audits, which use statistical samples of paper ballots to verify official election results. Other suggested steps include: Congress requiring the National Institute of Standards and Technology to update their voting machine standards, which state and county election officials rely on when deciding which machines to purchase. Australia undertook such a measure. Creating a National Cybersecurity Safety Board to investigate cyberattacks on U.S. election infrastructure and issue post-elections reports to ensure that vulnerabilities are addressed. Working with universities to develop training for election officials nationwide to prepare them for an array of possible scenarios, and creating a cybersecurity guidebook for use by newly elected and appointed election officials. "With regards to disinformation in particular, the U.S. government could work with the EU to globalize the self-regulatory Code of Practice on Disinformation for social media firms and thus avoiding thorny First Amendment concerns," Raymond said. "It could also work to create new forums for international information sharing and more effective rapid alert and joint sanctions regimes. "The international community has the tools to act and hold accountable those actors that would threaten democratic institutions," added Stemler, who also is a faculty associate at Harvard University's Berkman Klein Center for Internet and Society. "Failing the political will to act, pressure from consumer groups and civil society will continue to mount on tech firms, in particular Facebook, which may be sufficient for them to voluntarily expand their efforts in the EU globally, the same way that more firms are beginning to comply with its General Data Protection Regulation globally, as opposed to designing new information systems for each jurisdiction."

Tune in September 13 as GSU honors its Top 40 Under 40

The Georgia Southern University Alumni Association “40 Under 40” Class of 2020 has been announced. The exemplary group will be honored during a virtual awards ceremony on Sunday, Sept. 13, which will be broadcast via Facebook Live on the Alumni Association’s page @GeorgiaSouthernAlumni. The “40 Under 40” program, in its fifth year, recognizes young alumni who have made significant strides in business, leadership, community, educational or philanthropic endeavors. “We are thrilled to celebrate alumni who are making an impact across the country,” said Ava Edwards, director of Alumni Relations. “They are industry leaders and community champions who represent the best of the University. We are proud to call them Eagles.” The “40 Under 40” honorees were chosen by a selection committee that reviewed each individual’s professional expertise and achievements, and their dedication to charitable and community initiatives. Their commitment to Georgia Southern was also taken into consideration. The selection process began with nominations in March with more than 240 alumni nominated for this year’s class. Honorees must have attended Georgia Southern or Armstrong State University and aspire to uphold the University’s core values of collaboration, academic excellence, discovery and innovation, integrity, openness and inclusion, and sustainability. Follow the attached article below for more details and a list of this year's honorees. To learn more about Georgia Southern University or if you are journalist and would like to cover this prestigious event, simply reach out to Georgia Southern Director of Communications Jennifer Wise at jwise@georgiasouthern.edu to arrange an interview today.

High tech and contact free. Check out how Georgia Southern became the first university in Georgia to enlisted robots to enhance campus health and safety.

Six-wheeled robots independently navigating the streets and sidewalks on Georgia Southern’s Statesboro Campus may look a little strange. But it will soon be commonplace as these ground robots, which look like a cooler on wheels, have been mapping routes to campus locations in preparation for contactless food delivery this fall. Thanks to a partnership with Starship Technologies, Georgia Southern is the first university in the state to provide faculty, staff, and students with 20 autonomous delivery robots to deliver food from on-campus dining locations to designated pickup locations. Since August, Starship’s robots have been delivering food ordered on the Starship app from University dining facilities and places such as Starbucks, Market Street Deli and Sushi with Gusto to patrons around campus. The robots, which are energy efficient, can have their location and delivery time tracked by recipients through the app. They can also maneuver around obstacles such as pedestrians. “My hope is that it brings a sense of enhanced safety and convenience to our students,” said Clint Bridges, IT Business Owner at Georgia Southern University. “While we are all living through the COVID-19 pandemic, we are hoping that the robots will allow for easier social distancing. The fact that students can order a meal from their residence hall room and have it delivered by an automated delivery vehicle keeps them close to home where they can feel the most at ease and still enjoy a meal from one of our dining locations on campus.” Starship Technologies officials say the robots have been proven to be popular. “Students are looking for ways to get food delivered in the safest and most convenient way possible at the moment,” said Ryan Tuohy, senior vice president of Business Development at Starship Technologies. “Our robots are fast, friendly and help make life a little bit easier, especially in these challenging times.”   If you are journalist and would like to know more about how Georgia Southern is constantly innovating and discovering new ways to safely enhance the on-campus experience for students - simply reach out to Georgia Southern Director of Communications Jennifer Wise at jwise@georgiasouthern.edu to learn more and arrange an interview today.

Georgia Southern University – is thinking BIG when it comes to entrepreneurs and small business

Through the CARES Act and the U.S. Department of Commerce, Georgia Southern University’s Business Innovation Group (BIG) has received $300,000 in grant funding to expand its services to the region in an effort to help communities and businesses respond to and recover from the economic impact of the coronavirus pandemic. “This will really allow us to help businesses and entrepreneurs throughout the entire state ideally get access to the skills, knowledge and services that Georgia Southern has to offer,” said Dominique Halaby, DPA, director of BIG. Over the next two years, BIG will use these funds to expand their services through the Georgia Enterprise Network for Innovation and Entrepreneurship (GENIE). “We’re hoping that we can demonstrate to budding entrepreneurs and small business owners that Georgia Southern can help them develop and grow,” Halaby said. “We are hopeful that in two years’ time people are going to have a heightened aerial view of awareness for Georgia Southern and our Business Innovation Group services, but more importantly, that they are going to get the type of resources to be able to launch the business that they’ve always wanted to launch.” Halaby said offering these resources to the region is important for economic growth. “Any time that we have an ability to do something, we have a responsibility to do it,” Halaby said. “The needs of our community are great. Our ability to service those needs by connecting those with the resources on our campus and with the skills that we have fostered within BIG puts us in a very unique position. This way, we are able to provide services to help as many entrepreneurs and to help as many people looking for jobs as we possibly can.” BIG will also use part of the grant funding to work with Georgia Southern faculty to strengthen patent and licensing activity. “We’re working with our intellectual property committee and through the University to let faculty know that if they’ve got a concept, that BIG can help them flesh that out. We can work with them to do an analysis to see the marketability for their concept and determine if it’s patentable or licensable,” Halaby said. If you’re a journalist looking to know more about how Georgia Southern University is assisting regional businesses or its Business Innovation Group (BIG) – then let our experts help with your coverage. Dominique Halaby, DPA, is the Director of the Business Innovation Group (BIG) at Georgia Southern University. In 2015, BIG was recognized as a Gold Award Winner in Entrepreneurship by the International Economic Development Council. Simply click on his icon now to arrange an interview today.

Airing commercials after political ads actually helps sell nonpolitical products

About $7 billion reportedly will be spent this fall on television and digital commercials from political campaigns and political action committees, filling the airwaves with political ads many viewers dislike. Companies running ads immediately afterward have been concerned about the potential of a negative spillover effect on how they and their products and services are perceived. But new research from the Indiana University Kelley School of Business finds that the opposite is true. Contrary to mainstream thought, political ads instead yield positive spillover effects for nonpolitical advertisers. And this happens regardless of whether the political ad is an attack ad or not, who the ad supports, and whether it's sponsored by a candidate, political party or PAC. Political advertising accounts for nearly 10 percent of all U.S. television ad revenue. The findings are in the article "Impact of Political Television Advertisements on Viewers' Response to Subsequent Advertisements" -- accepted for publication in Marketing Science -- by Beth Fossen, assistant professor of marketing; Girish Mallapragada, associate professor of marketing and Weimer Faculty Fellow; and doctoral candidate Anwesha De, all from the Kelley School of Business. "Our investigations provide insights into the previously unexplored ad-to-ad spillover effects and, more broadly, provides insights into how political messages influence consumers," Fossen said. "Nonpolitical ads that follow political ads benefit through a reduction in audience decline and an increase in positive post-ad chatter." Using data for 849 national prime-time ads during the 2016 U.S. general election, the researchers found that ads airing after a political commercial saw an 89 percent reduction in audience decline and a 3 percent increase in post-ad chatter online. Their findings remained consistent when examining the effect by TV network and political party affiliation. "It seems reasonable to assume that Fox News viewers are more likely to be positively stimulated by pro-Republican ads than viewers of other channels," researchers wrote. "However, evidence from our data suggests that the positive spillover from pro-Republican ads is not higher and is nearly lower on Fox News viewership decline than when pro-Republican ads air on other channels." They found a similar trend when it came to advertising on MSNBC, whose viewers frequently identify with the Democratic Party and progressive causes. Mallapragada said the findings show that television networks and stations can leverage the positive spillover effects on subsequent ads by implementing differential pricing and systematic ad sequencing. Prevailing belief in the business industry has suggested that political ads on television hurt the effectiveness of subsequent ads. To illustrate this concern, during the 2020 Super Bowl, game broadcaster Fox isolated political ads from other paying advertisers in their own ad breaks, a decision that cost the network millions in ad revenue, because it ran nonpaid show promos alongside the political ads instead of commercials from paying advertisers. "The insights from this research enable advertisers to advocate for the inclusion of ad positioning in ad buys and, specifically, negotiate that their ads follow political ads," he said. "Our results may also encourage advertisers outside of the television context to experiment with advertising next to political content, an experimentation that may be especially beneficial for online advertisers given that they commonly blacklist political topics to avoid having their ads appear near political content." Editors: Contact George Vlahakis at vlahakis@iu.edu for a copy of the paper.

Digital Media Consumption in Canada is Being Dramatically Impacted by the Coronavirus Crisis

A Canadian perspective on Comscore’s ongoing special investigation into how the COVID-19 pandemic is leading to significant audience and consumer behaviour changes across digital platforms. Insights from our Analysis: News, news and more news: Canadians are consuming news at a record pace Social media and messaging: Canadians are staying ultra-connected with their communities Entertainment, music, and spirituality content: increased consumption seen as behaviours change Government: information from government websites are becoming top-of-mind Finance: increased focus on investments and payments  Analysis of News & Information Category We have seen an explosion on engagement with news and information sites. In looking at the news categories and its subcategories, the week of Mar 9-15, 2020 saw big increases in engagement over the benchmark week of Dec 30, 2019 - Jan 5, 2020. As a trend, news consumption in general is also on the rise in Canada in terms of aggregate daily unique visitors and visits over time. Analysis of Social Media and Messaging Category As Canadians respond to the Coronavirus reality, we are seeing that their engagement with digital communication channels has increased significantly. When comparing daily engagement with email, instant messengers and social networking sites between the week of March 9-15, 2020 and the benchmark week of Dec 30, 2019 -Jan 5, 2020 as it relates to the % change in usage, we saw large increase in activity. The raw increase in numbers in social media provides greater detailsof the growth in usage: Analysis of Entertainment, Misc and Religious / Spiritual Category Content is Queen, King, Prince, and Princess – between the weeks of Dec 30– January 5 and March 9-15, greater amounts of time at home and the associated increased screen time drove incremental usage of the Entertainment category and the Religious/Spiritual subcategory. Driving the growth is the explosion of Entertainment – Music, which saw an increase of 32% in aggregate daily UV, a 33% increase in visits, and a 31% increase in minutes during this time. Analysis of Government Category Another category that has seen an explosion of visitation and engagement is government sites. Overall there has been huge audience and time spent with government-related content. Here is the build of visits and aggregate Daily UV over the past 10 weeks: We reviewed the Government category between week of Dec 30, 2019 – January 5, 2020 to March 9 – March 15, 2020 and looked at the % change in usage, which really showed a large increase in activity by Canadians. Based on this trend and growing global cases of Coronavirus, it is expected that Canadian audiences will continue to flock to the content from the government in these uncertain times. Analysis of Finance Category There is a saying that we hear in society – “Follow the Money”. The digital behavior of Canadians has been analogous in recent weeks as we have seen increased measures taken relating to the Coronavirus. Overall the Business/Finance category has seen some increased usage over the time period reviewed. Banking, Payments, Investments, and especially Taxes have seen high visitation. Between the week of Dec 30, 2019 – January 5, 2020 to March 9 – March 15, 2020 we saw an increase of +19% and +59%, respectively, in visits in the Investments and Payments subcategories. Additional insights from Comscore’s initial COVID-19 insights for Canada show that: Overall Digital Consumption across the Total Internet has increased. During the time period of this review visits have increased by 10% and time spent has increased by 14% In a time of crisis, people turn to News/Information Websites There have been significant increases in activity by Canadians on Social Media, Email, and Messaging pointing to the need for communication. Social distancing is safe on the internet. Interest soars for government information sources – where we see an explosion of usage. Increases in certain content Categories like Entertainment, Games, Music, Dating, and Religion/Spirituality have spiked Spikes in traffic are occurring for the e-commerce giants as social distancing and local restrictions impact in-store retail – with specific focus on Food and Supermarket Global movement restrictions lead to tumultuous traffic for travel sites

Canadian's Digital Behavioral Shifts in Relation to the The Coronavirus Pandemic

This article is part of a series of insights that reveal a Canadian perspective on the impact of the COVID-19 pandemic on consumer behavior and significant audience shifts across digital platforms. Things are moving fast. Following our last update regarding digital media consumption during the Coronavirus pandemic, this article will highlight some of the major category changes reflected as of the week March 16 - 22, 2020. Key Insights from Our Analysis Digital consumption continues to grow: the visits and minutes curve is not flattening Key content categories such as news, social media, and government are being driven by higher engagement: metrics include visits and duration More engagement with news sites: sites categorized as local, business/finance, and general news are main drivers Categories that focus on entertaining, kids, food, financial advice, and children’s education are also seeing growth: growth comes from increases in aggregate unique visitors, visits and minutes Automotive manufacturers, real estate, sports and travel entities have seen decreases: however, they are poised for major increases and a bounce back. Mobile platforms are driving growth: some differences between desktop and mobile engagement Canadian's total digital consumption continues to grow When we analyzed Canadian total digital media consumption to compare the percentage change between the week of March 16, 2020 and the first weeks of January 2020, February 2020, and March 2020, we found that overall digital engagement is not flattening. Even comparing the beginning of March against mid-March, we can see visitation, visits, and engagement continuing to grow. Looking at the total digital consumption trend over time, we can see growth in total minutes spent online while total visits have remained relatively flat. Media Consumption Growth by Category There are several content categories that we are seeing major growth in each of the time periods: These digital categories of news/information, social media, entertainment, government and games are showing continuous growth. The need for ongoing news and information updates, government information, flocking to social media to bring community together and message, and the need to be entertained with visitation and engagement on Entertainment and Games Entities. News and Information Category Insights  To look at the news/information category a bit closer – it is amazing to see the category growth over the past few weeks of Canadians going to news entities to get updates. The hockey stick growth from the start of March 2020 is very evident. The news and information growth is being driven by local news, general news, and business/finance news. That being said – technology, politics, and weather are also seeing growth. Through these time periods, we are also seeing some other categories that are showing significant growth. Many of the categories are a result of many Canadians being home bound and isolated, and with families with kids having the kids at home. Platform Variance for Media Consumption One of the areas that we have been asked most about is whether we find any variances between desktop and mobile platforms. When reviewing the data, there is greater engagement with mobile platforms in the week of March 16 compared to other weeks. Amidst the global COVID-19 pandemic, we are seeing a significant increase in digital consumption amongst Canadian consumers. The data trends show Canadians are flocking online with significant growth in news entities, instant messaging, social media, government resources, entertainment, music destinations, video, and financial websites. What this means for marketers and advertisers is a significant opportunity to reach Canadians who are highly engaged and are looking for relevant and timely content. It comes down to delivering the right message, at the right time, in front of the right audience, in brand safe environments.

Racial and LGBT bias persists in ridesharing drivers despite mitigation efforts

Despite efforts by ridesharing companies to eliminate or reduce discrimination, research from the Indiana University Kelley School of Business finds that racial and LGBT bias persists among drivers. Platforms such as Uber, Lyft and Via responded to drivers' biased behavior by removing information that could indicate a rider's gender and race from initial ride requests. However, researchers still found that biases against underrepresented groups and those who indicate support for the LGBT community continued to exist after drivers accepted a ride request -- when the rider's picture would then be displayed. In other words, their efforts shifted some of the biased behavior until after the ride was confirmed, resulting in higher cancellation rates. Understanding whether bias has been removed also is important for ridesharing companies as they not only compete against each other but also with traditional transportation options. "Our results confirm that bias at the ride request stage has been removed. However, after ride acceptance, racial and LGBT biases are persistent, while we found no evidence of gender biases," said Jorge Mejia, assistant professor of operations and decision technologies. "We show that signaling support for a social cause -- in our case, the lesbian, gay, bisexual and transgender community -- can also impact service provision. Riders who show support for the LGBT community, regardless of race or gender, also experience significantly higher cancelation rates." Mejia and co-author Chris Parker, assistant professor in the information technology and analytics department at American University in Washington, believe they are the first to use support for social causes as a bias-enabling characteristic. Their article, "When Transparency Fails: Bias and Financial Incentives in Ridesharing Platforms," is published in Management Science. They performed a field experiment on a ridesharing platform in fall 2018 in Washington, D.C. They randomly manipulated rider names, using those traditionally perceived to be white or Black, as well as profile pictures to observe drivers' behavior patterns in accepting and canceling rides. To illustrate support for LGBT rights, the authors overlaid a rainbow filter on the rider's picture profile. "We found that underrepresented minorities are more than twice as likely to have a ride canceled than Caucasians; that's about 3 percent versus 8 percent," Mejia said. "There was no evidence of gender bias." Mejia and Parker also varied times of ride requests to study whether peak price periods affected bias. They found that higher prices associated with peak times alleviated some of the bias against riders from the underrepresented group, but not against those who signal support for the LGBT community. They believe that ridesharing companies should use other data-driven solutions to take note of rider characteristics when a driver cancels and penalize the driver for biased behavior. One possible way to punish drivers is to move them down the priority list when they exhibit biased cancellation behavior, so they have fewer ride requests. Alternatively, less-punitive measures may provide "badges" for drivers who exhibit especially low cancellation rates for minority riders. But, ultimately, policymakers may need to intervene, Mejia said. "Investments in reducing bias may not occur organically, as ridesharing platforms are trying to maximize the number of participants in the platform -- they want to attract both riders and drivers," he said. "As a result, it may be necessary for policymakers to mandate what information can be provided to a driver to ensure an unbiased experience, while maintaining the safety of everyone involved, or to create policies that require ridesharing platforms to monitor and remove drivers based on biased behavior. "Careful attention should be paid to these policies both before and after implementation, as unintended consequences are almost sure to follow any simple fix."

Chatbots can ease medical providers' burden, offer trusted guidance to those with COVID-19 symptoms

COVID-19 has placed tremendous pressure on health care systems, not only for critical care but also from an anxious public looking for answers. Research from the Indiana University Kelley School of Business found that chatbots -- software applications that conduct online chats via text or text-to-speech -- working for reputable organizations can ease the burden on medical providers and offer trusted guidance to those with symptoms. Researchers conducted an online experiment with 371 participants who viewed a COVID-19 screening session between a hotline agent -- chatbot or human -- and a user with mild or severe symptoms. They studied whether chatbots were seen as being persuasive, providing satisfying information that likely would be followed. Their results showed a slight negative bias against chatbots' ability, perhaps due to recent press reports. When the perceived ability is the same, however, participants reported that they viewed chatbots more positively than human agents, which is good news for health care organizations struggling to meet user demand for screening services. "The primary factor driving user response to screening hotlines -- human or chatbot -- is perceptions of the agent's ability," said Alan Dennis, the John T. Chambers Chair of Internet Systems at Kelley and corresponding author of the paper, "User reactions to COVID-19 screening chatbots from reputable providers." "When ability is the same, users view chatbots no differently or more positively than human agents." Other authors on the paper, forthcoming in the Journal of the American Medical Informatics Association, are Antino Kim, assistant professor of operations and decision technologies at Kelley; and Sezgin Ayabakan, assistant professor of management information systems, and doctoral candidate Mohammad Rahimi, both at Temple University's Fox School of Business. Even before the pandemic, chatbots were identified as a technology that could speed up how people interact with researchers and find medical information online. "Chatbots are scalable, so they can meet an unexpected surge in demand when there is a shortage of qualified human agents," Dennis, Kim and their co-authors wrote, adding that chatbots "can provide round-the-clock service at a low operational cost. "This positive response may be because users feel more comfortable disclosing information to a chatbot, especially socially undesirable information, because a chatbot makes no judgment," researchers wrote. "The CDC, the World Health Organization, UNICEF and other health organizations caution that the COVID-19 outbreak has provoked social stigma and discriminatory behaviors against people of certain ethnic backgrounds, as well as those perceived to have been in contact with the virus. This is truly an unfortunate situation, and perhaps chatbots can assist those who are hesitant to seek help because of the stigma." The primary factor driving perceptions of ability was the user's trust in the provider of the screening hotline. "Proactively informing users of the chatbot's ability is important," the authors wrote. "Users need to understand that chatbots use the same up-to-date knowledge base and follow the same set of screening protocols as human agents. ... Because trust in the provider strongly influences perceptions of ability, building on the organization's reputation may also prove useful."