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

Item Type Conference or Workshop Item (Paper)
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.

Authors Stöckli, Emanuel; Uebernickel, Falk & Brenner, Walter
Keywords chatbot, Slack, social information systems, affordance theory
Subjects information management
Institute/School IWI - Institute of Information Management
HSG Classification contribution to scientific community
Date January 2018
Title of Book Proceedings of the 51th Hawaii International Conference on System Sciences (HICSS)
Event Title 51th Hawaii International Conference on System Sciences (HICSS)
Event Location Waikoloa, Hawaii
Depositing User Emanuel Stöckli
Date Deposited 15 Dec 2017 13:41
Last Modified 15 Dec 2017 13:41
URI: https://www.alexandria.unisg.ch/publications/252985

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Stöckli, Emanuel; Uebernickel, Falk & Brenner, Walter: Exploring Affordances of Slack Integrations and Their Actualization Within Enterprises – Towards an Understanding of How Chatbots Create Value. 2018. - 51th Hawaii International Conference on System Sciences (HICSS). - Waikoloa, Hawaii.

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https://www.alexandria.unisg.ch/id/eprint/252985
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