Communicating Commitment to Antibiotic Stewardship: an Effective Strategy for Responding to Online Patient Reviews.

BACKGROUND: Public health officials have worked to address the growing threat of antibiotic resistance. To slow the emergence of antimicrobial-resistant bacteria, it is important to improve patients' understanding of antibiotics and adjust their expectations of them. This study explores strategic antibiotic resistance communication between patients and health care providers in an online review platform. METHODS: Based on two experimental studies, we demonstrate the effectiveness of the provider's commitment messaging when dealing with patients' complaints about not receiving requested antibiotics during their visit. RESULTS: The findings from study 1 show that communicating the commitment to antibiotic stewardship makes participants have more favorable feelings toward the provider. Commitment messaging also makes readers perceive the provider as more credible, and they are more willing to visit the clinic in the future. Study 2 findings demonstrate a robustness of commitment messaging in increasing readers' willingness to visit the clinic, while the provider's response exhibits the limited impact of correcting patients' common misunderstandings of antibiotics and adjusting their expectations of antibiotics. CONCLUSIONS: Our findings illustrate some clear benefits of engaging with negative online patient reviews to minimize potential reputational damage and reestablish the credibility of care providers.

Communicating trust and trustworthiness through scientists' biographies: Benevolence beliefs.

A goal of many science communicators is to foster trust in scientists and their work. This study investigates if existing textual resources that scientists create in the course of their regular activities can be improved to enhance perceptions of scientists as trustworthy. Building on Mayer et al.'s integrative model of organizational trust, we examine how communicating benevolence through short biographies can affect trustworthiness perceptions using a 3 (degree of benevolence information: high, unspecified, low) × 3 (research area: crop genetics, corn and soy genetics, biotechnology use) survey design. We find that the degree of benevolence information significantly influences perceptions of benevolence and integrity, as well as willingness to trust, with these effects being consistent across different research areas. However, the degree of benevolence communicated had no significant effect on the perceived competence of the scientists. These findings underscore the importance of highlighting benevolence in communication to positively influence trustworthiness perceptions, thus offering insights for science communication practices.

Who is responsible? US Public perceptions of AI governance through the lenses of trust and ethics.

The governance of artificial intelligence (AI) is an urgent challenge that requires actions from three interdependent stakeholders: individual citizens, technology corporations, and governments. We conducted an online survey (N = 525) of US adults to examine their beliefs about the governance responsibility of these stakeholders as a function of trust and AI ethics. Different dimensions of trust and different ethical concerns were associated with beliefs in governance responsibility of the three stakeholders. Specifically, belief in the governance responsibility of the government was associated with ethical concerns about AI, whereas belief in governance responsibility of corporations was related to both ethical concerns and trust in AI. Belief in governance responsibility of individuals was related to human-centered values of trust in AI and fairness. Overall, the findings point to the need for an interdependent framework in which citizens, corporations, and governments share governance responsibilities, guided by trust and ethics as the guardrails.

Reversing the Antibiotic Resistance "Yelp Effect" Through the Use of Emotionally Framed Responses to Negative Reviews of Providers: Questionnaire Study.

BACKGROUND: The overuse of antibiotics has rapidly made antimicrobial resistance a global public health challenge. There is an emerging trend where providers who perceive that their patients expect antibiotics are more likely to prescribe antibiotics unprompted or upon request. Particularly, health care providers have expressed concern that dissatisfied patients will provide disparaging online reviews, therefore threatening the reputation of the practice. To better deal with the negative reviews and inform patients, some health care staff directly respond to patients' online feedback. Engaging with patients' online reviews gives providers an opportunity to prevent reputational damage and improve patients' understanding of the antibiotic resistance problem. OBJECTIVE: We aim to test the effectiveness of different response strategies to the negative patient online reviews on the readers' perceptions of the health care provider and their perceptions related to antibiotics resistance. METHODS: Two experiments were conducted to examine the impact of message tactics (apologizing, inducing fear or guilt) that can be employed by health care providers when responding to patients' negative online feedback related to not receiving an antibiotic. RESULTS: Overall, our results demonstrated positive impacts of responding to patients' online reviews. In study 1, we found apologetic messaging and use of emotional appeals in the response were effective in making readers feel more favorable toward the message. Readers also expressed a greater credibility perception toward the provider and willingness to visit the clinic when emotional appeals were used. Findings from study 2 largely supported the effectiveness of a fear-based response in improving the readers' credibility perceptions and willingness to visit the clinic. The fear-inducing information was particularly effective among parent readers. CONCLUSIONS: This paper demonstrated that a strategic response to online patient complaints could prevent reputational damage and minimize the potential negative impacts of the review. The results also glean insight into the step toward developing a novel intervention-crafting a persuasive response to patients' negative feedback that can help improve the understanding of antibiotic resistance problems.

Framing Obesity: Effects of Obesity Labeling and Prevalence Statistics on Public Perceptions.

The rising prevalence rate of obesity in the United States has accentuated concerns about obesity-related problems as a major public health issue, which has motivated widespread efforts to increase public knowledge and to motivate individuals to change their relevant behaviors. Although health campaign messages commonly include information about prevalence rates for obesity, the impact of obesity labeling and prevalence rate descriptions in such messages has been overlooked by researchers. This online framing experiment fills the research gap by investigating the effects of obesity labeling (disease vs. body type) and prevalence statistics (prevalence rates of obesity, extreme obesity, combined overweight-obesity, or no prevalence information). Our findings suggest that obesity perceptions deviate from reality and that participants use framed cues in the health message as reference points when making judgments related to the nature and prevalence of obesity. Moreover, this study shows that even accurate information might lead to inaccurate perceptions as a result of framing, and perceptions of the nature and prevalence of obesity mediate the effects of framing on behavioral intentions. Implications for obesity framing and the design of public health messages are discussed.