# Employing a Chatbot for News Dissemination during Crisis: Design, Implementation and Evaluation
## 5 Evaluation of COVINFO Reporter Chatbot: Findings and Analysis
\"The Q and A process escalates smoothly, and in this way, it is easy to access the specific information you are looking for; it is an easier narrative for telling the news\" ([PERSON], male, 23 years old, Greece). \"It is a better narrative when you are looking for emergency information, easier to access and navigate through it\" ([PERSON], female, 22 years, Cyprus). All expected characteristics, as well as achieved results, are depicted in Table 1. \begin{table}
\begin{tabular}{c c c} \hline \hline \multicolumn{2}{c}{**Characteristics**} & \multicolumn{2}{c}{**Achieved Results**} \\ \hline \multirow{2}{*}{Performance} & • Ability to respond in a timely and efficient manner \\  & • Ability to adjust both to a larger screen (tablet or laptop) and a smaller one (mobile phone) \\ \hline \multirow{4}{*}{Functionality} & • Linguistic accuracy \\  & • Knowledgeable information \\  & • Simple language \\  & • Use of bright colors for the fonts \\ \hline \multirow{4}{*}{Reliability} & • Proper technical function \\  & • Credible information \\  & • Identification of information source(s) \\  & • Proper timeframe for providing answers \\ \hline \multirow{2}{*}{Personalization} & • Humanlike picture \\  & • Selection of personal characteristics that adhere to a typical reporter \\ \hline \multirow{2}{*}{Interactivity} & • Ability to easily interact with users \\ \hline \multirow{4}{*}{Ethics and Behavior} & • Respect of users’ privacy \\  & • No personal data shared \\  & • Information in line with social concerns regarding the pandemic \\ \hline \multirow{4}{*}{Accessibility} & • Easy navigation \\  & • Easy access \\ \cline{1-1}  & • Smooth escalation of Q and A process \\ \hline \hline \end{tabular}
\end{table} 
Table 1: Expected characteristics and achieved results. As this analysis has shown, chatbots used for news dissemination in a crisis situation seem to present certain differences in comparison to commercial chatbots. First, according to users' assessment, they need to be as simple as possible so as any user can access and navigate through the information offered. This is extremely important during a crisis situation, since users need to acquire information fast and easily. In this light, the chatbot's technical ability to respond in a timely manner is of equal importance during a crisis situation. The second basic difference is related to ethics and behavior. In a crisis situation, social concerns and \"sensitive\" issues may be related to patients' identification and personal data publicized. As such, news chatbots used for access to emergency information (e.g., nearby medical facilities, guidance according to medical protocols, etc.) need to be in line with social concerns and ethical boundaries. This analysis has also shown that the design and development of chatbots used for news dissemination in a crisis situation is rapidly evolving, following two basic factors: first, the latest technological trends, as well as the available technology, both to the developer and to the target audience. For example, while an international news organization can have access to the means and personnel needed to develop a more perplexed chatbot application, a local news entity does not have the means, nor does it employ the specialized personnel, to develop perplexed applications. In this light, news chatbots that are developed to meet urgent needs and audience demands need to be easily designed and managed, following existing development tools. Accordingly, every developer needs to keep in mind the technology available to the target audience. For example, users in countries of the Western world tend to enjoy more advanced technological tools than users in underdeveloped countries, following the existing digital divide. Second, news chatbots need to be in line with the specific peculiarities of the crisis situation for which they provide information. Not every crisis situation presents similar characteristics to previous crises, even if they are related to the same social sectors.