Users' mental models for computer-mediated communication: Theorizing emerging technology and behavior in eHealth applications

Abstract

This theoretical review focuses on defining users' mental models in modern computer-mediated communication (CMC) where users interact with intelligent virtual agents. The proposed framework integrates relevant literature in CMC, human–computer interaction, social behavior, and mental models and illustrates the relationship between emerging technology and user behaviors. Using an eHealth context, the framework outlines the initiating (user knowledge and intentions) and mediating (virtual agent representations, context, perceived agency, interactions, and limitations) factors for the development of users' mental models and the process for calibration and behavioral modification upon prolonged use. This framework is expected to be applied to other domain applications and to complement theoretical models that focus on the technological side of human–agent interaction. Better understanding of users' mental models will lead to the timely design and evaluation of intelligent systems and the redefinition of the roles for humans as we embrace more emerging and innovative technologies.