Jill Walsh
Papers
1
Total Citations
10
H-Index
1
About
Dr. Jill Walsh is a scholar whose work illuminates the often-frustrating dynamics between people and automated systems. Her research centers on human-computer interaction, specifically examining how individuals exercise personal power and agency when navigating mediated customer service interfaces like Interactive Voice Response (IVR) systems. In her most cited work, "Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities" (2018, 10 citations), Walsh conducted an exploratory study using three focus groups and 50 in-depth interviews to understand how people in the U.S. respond to robot-like systems to achieve their needs. This qualitative approach reveals the subtle strategies users employ to reclaim control from impersonal technologies. While her citation count is modest, Walsh’s contribution is significant for its focus on user empowerment in an increasingly automated world—a timely and critical area of study. Her work offers valuable insights for designers and policymakers aiming to create more humane, responsive systems.
Research Focus
Key Achievements
Top Papers
- 1