"Business on WhatsApp is tough now—but am I really a businesswoman?" Exploring Challenges with Adapting to Changes in WhatsApp Business

要旨

This study examines how WhatsApp has evolved from a personal communication tool to a professional platform, focusing on its use by small business owners in India. Initially embraced in smaller, rural communities for its ease of use and familiarity, WhatsApp played a crucial role in local economies. However, as Meta introduced WhatsApp Business with new, formalized features, users encountered challenges in adapting to the more complex and costly platform. Interviews with 14 small business owners revealed that while they adapted creatively, they felt marginalized by the advanced tools. This research contributes to HCI literature by exploring the transition from personal to professional use and introduces the concept of Coercive Professionalization. It highlights how standardization by large tech companies affects marginalized users, exacerbating power imbalances and reinforcing digital colonialism, concluding with design implications for supporting community-based appropriations.

著者
Ankolika De
Pennsylvania State University, State College , Pennsylvania, United States
DOI

10.1145/3706598.3713988

論文URL

https://dl.acm.org/doi/10.1145/3706598.3713988

動画

会議: CHI 2025

The ACM CHI Conference on Human Factors in Computing Systems (https://chi2025.acm.org/)

セッション: Social Media and Society

G304
6 件の発表
2025-04-28 20:10:00
2025-04-28 21:40:00
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