## 4 Discussion
### RQ1: Progression Through Acceptance Phases
#### 4.1.1 Solving Problems with Technology  
How people experience and solve problems with technology affects their acceptance of it. This begins with users' hands-on encounters with the technology based on issues they have with it and its _system characteristics_ (e.g., relative advantage, complexity; **TAM**). Positive encounters (including successful experiences and support with learning the technology) advance acceptance, whereas negative encounters (e.g., technological failure, especially that users cannot overcome) hinder acceptance and can ultimately lead to discontinued use [75; 76; 77]. Thus, even if there is a technical failure, if the users can overcome it, it can become a positive encounter. Several factors help people overcome technical issues: _Prior experience with technology_, (distinct from the **TAM**'s _experience_, which refers to prior experience with the _current_ technological system), _Computer literacy_ (**ETAM**; [42; 44])--how well individuals generally understand technology-, _Availability of resources_ (**TPB**)--including accessible instructions and people to help, and _self-efficacy_ (**SCT**) or people's confidence in themselves for solving problems. These overall led to _perceived ease of use_ (**TAM**; [77]). In our study, while technical issues could slow acceptance, overcoming these issues (using factors described above) led participants to feel higher self-efficacy and ease of use, helping them advance toward full acceptance. **What hinders advancement? ** Participants faced issues with the mobile telepresence robot that hindered acceptance in two primary arenas: **technical issues** (i.e., unstable Internet connections due to coverage and/or bandwidth) and **physical issues** with the robot itself (i.e., lack of user manual, battery issues, and limitations of the device). [PERSON]'s robot's battery failed in Month 1, leaving him unable to use it for two weeks. This delayed his exploration of the robot and progression through the acceptance phases, compared to [PERSON] and [PERSON]. [PERSON] faced technical difficulties like not being able to sign onto or operate the robot. When such issues arose, [PERSON]'s limited prior experience with technology impeded working through this. Prior experience with technology relates to being able to use outside resources to solve technical problems because of needing to do this with past technologies [66; 75; 76; 77; 78; 79; 80; 81]. Likewise, lacking social resources (i.e., people who could help) further hindered participants. [PERSON] had minimal knowledge and experience of advanced technology beyond fictional movies and her simple robotic vacuum. Although she lived with her husband and son, neither helped her understand or operate the robot. With these negative factors in play, she experienced low self-efficacy and perceived ease of use and stopped trying to fix technical problems. Because [PERSON] could not use the controls and basic functions of the robot, she never fully experienced the technology and accepted it. **What aids advancement? ** Even if system issues arose, if participants took the initiative to improve their understanding and comfort with the robot outside of working with the research team (self-efficacy and using resources), their increased knowledge helped them advance through the acceptance phases. This could be seen as creating a positive cycle of _self-efficacy_ (**SCT**; [39]), as users have positive reinforcement for improving the system themselves, or with the help of those around them. Users could better do this when they had more prior experience with technology. Which ultimately aided users gain comfort with new technology.