Communication Formats and Their Impact on Patient Perception and Working Mechanisms: A Mixed-Methods Study of Chat-Based vs. Face-to-Face Psychotherapy for Insomnia

The application of Internet-based interventions within stepped-care models raises the question of when patients should receive Internet-based treatment and when patients should receive face-to-face (FtF) treatment. To address this question, the patient perception and effects of working mechanisms were evaluated after brief psychotherapy for insomnia applying a mixed-methods approach. Treatment was either delivered through a text-based chat or it was delivered FtF. Almost half of the patients who received the chat-based treatment indicated that chat-based communication was appropriate for them when dealing with sleep difficulties, but that they would prefer FtF communication for more sensitive topics. Results from the therapists’ evaluations of working mechanisms yielded that these working mechanisms were more strongly associated with treatment outcome in the FtF condition than they were in the chat-based condition. To understand and to interpret the results, media richness theory may be a useful tool: More severely impaired patients and patients with more complex concerns may need more complex (richer) communication formats for treatment delivery. Such heuristics may help to better justify treatment recommendations and optimize media choice in Internet-based interventions, e.g., by defining moments when human interaction is needed and moments when communication could be conducted by nonhuman chatbots.