Less Talking, More Empathy: How to use Emojis to Help People Feel Good

Authors

• Farhana Nusrat, Drexel UniversityFollow
• Yanliu Huang, Drexel UniversityFollow

Document Type

Conference Proceeding

Publication Date

2021

Abstract

Text therapy is an affordable and convenient form of counselling that allows clients to text with a Therapist. It is quite common for therapists to use emojis while talking to their clients via texts. In this study, we examine how use of emojis in the context of text therapy impacts clients’ overall counselling experience. In two studies, we show that using emojis with concise messages (vs. long messages) lead to greater clients’ overall satisfaction, higher willingness to pay, and increased positive word of mouth.

Copyright

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DOI

10.20429/amtp.2021.21

Recommended Citation

Nusrat, Farhana and Huang, Yanliu, "Less Talking, More Empathy: How to use Emojis to Help People Feel Good" (2021). AMTP Proceedings 2021. 21.
https://digitalcommons.georgiasouthern.edu/amtp-proceedings_2021/21