Analyzing User Engagement to Fact-check on Personal Messaging Apps : A Case Study on Cek Fakta Tempo's WhatsApp Chatbot Tip Line

Sammanfattning

The proliferation of misinformation on encrypted personal messaging platforms, particularly WhatsApp, presents considerable challenges for content moderation and information verification. While existing research in communication and media studies has predominantly investigated misinformation through sociocultural or behavioral lenses, fewer studies have explored how design and technical affordances influence user engagement with fact-checking tools within closed digital environments. This thesis addresses this gap by examining the user experience and interaction design of Cek Fakta Tempo’s WhatsApp chatbot, a misinformation tip line developed by Indonesia’s Tempo media group in collaboration with Meedan. Utilizing User Engagement Theory and evaluated through the User Engagement Scale–Short Form, this study employs a mixed-methods approach integrating system usage metrics, survey-based engagement assessment, and qualitative insights derived from semi-structured interviews. The findings indicate that usability, efficiency, and interface familiarity are primary determinants of engagement, with trust in the news organization fostering sustained use. However, limitations in personalization and information retrieval restrict long-term engagement. The study proposes that enhancing engagement quality depends on addressing these algorithmic frictions and better aligning interface aesthetics with localized cultural communication norms.