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Are Diverse Media Better than a Single Medium? The Relationship between Mixed Media and Perceived Effect from the Perspective of Online Psychological Counseling

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  • Jingfang Liu

    (School of Management, Shanghai University, Shanghai 201800, China)

  • Lu Gao

    (School of Management, Shanghai University, Shanghai 201800, China)

Abstract

The progress of new media has promoted the development of online health consultations. Previous research has investigated the impact of media richness on user satisfaction; however, little attention has been given to the mixed effects of the nesting of multiple media. The purpose of this study is to analyze the impact and differences of the use of single or mixed media on users’ perceived effect from the perspectives of social support and satisfaction by mining user reviews on online health platforms. The data were collected from a professional online psychological counseling platform. We collected data on 48,807 reviews from 11,694 users. Text annotation and sentiment analysis were then used to extract variable eigenvalues from the reviews. One-way analysis of variance (ANOVA) and hierarchical regression analysis were used for statistical analysis. The results show that mixed media with different richness has a significant impact on the users’ perceived effects. Among them, compared to “text + audio,” using “text + audio + video/face to face” can significantly improve the users’ perceived social support and satisfaction. However, compared to single medium, mixed media with higher richness may not necessarily achieve a better effect. We found that the inclusion of “video/face to face” mixed media significantly reduced the users’ perceived social support and satisfaction compared to text or audio use alone. These research results complement the blank media richness theory in the field of online health care and provide guidance for improving the personalized customization of online psychological counseling platforms.

Suggested Citation

  • Jingfang Liu & Lu Gao, 2021. "Are Diverse Media Better than a Single Medium? The Relationship between Mixed Media and Perceived Effect from the Perspective of Online Psychological Counseling," IJERPH, MDPI, vol. 18(16), pages 1-16, August.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:16:p:8603-:d:614536
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    References listed on IDEAS

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    1. Yuxin Peng & Pingping Yin & Zhaohua Deng & Ruoxi Wang, 2019. "Patient–Physician Interaction and Trust in Online Health Community: The Role of Perceived Usefulness of Health Information and Services," IJERPH, MDPI, vol. 17(1), pages 1-13, December.
    2. Jingfang Liu & Jun Kong & Xin Zhang, 2020. "Study on Differences between Patients with Physiological and Psychological Diseases in Online Health Communities: Topic Analysis and Sentiment Analysis," IJERPH, MDPI, vol. 17(5), pages 1-17, February.
    3. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
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