Scaffolding the Online Peer-support Experience: Novice Supporters' Strategies and Challenges

People with mental distress are increasingly turning to one-to-one synchronous communication websites to receive peer support from other members. Though some research has identified benefits and challenges of online peer-support, there is a limited understanding of how to best prepare and scaffold for untrained peer supporters as they attempt to become skillful in an online setting. We recruited 30 (15 pairs) participants to engage in an online support conversation about procrastination problems, gave one member of each pair minimal training in the principles and strategies of motivational interviewing, and used interviews and conversation transcripts to examine challenges novice helpers faced when providing support and learning new conversational skills. We presented the helpers with two conversation goals to achieve with the conversation: building understanding, and promoting readiness for change. The research identified the common strategies the helpers used to achieve these goals and the challenges they faced. We also discuss theoretical and design implications for platform designers to better scaffold this experience.