{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,16]],"date-time":"2026-06-16T14:36:33Z","timestamp":1781620593302,"version":"3.54.5"},"reference-count":49,"publisher":"Association for Computing Machinery (ACM)","issue":"4","funder":[{"name":"Digitalization Initiative of the Zurich Higher Education Institutions"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":["Digit. Gov.: Res. Pract."],"published-print":{"date-parts":[[2025,12,31]]},"abstract":"<jats:p>\n                    A key challenge for refugees is accessing relevant information about their host country. However, refugees often face disorientation during their information-seeking process. Disorientation is driven by language barriers, a digital divide, high urgency, and an evolving situation, which hinders the refugees\u2019 ability to access information. Addressing the issue of disorientation, we propose an IT artifact, i.e., a chatbot called\n                    <jats:italic toggle=\"yes\">RefuGPT<\/jats:italic>\n                    , designed through a rigorous Design Science Research Methodology.\n                    <jats:italic toggle=\"yes\">RefuGPT<\/jats:italic>\n                    leverages the power of a large language model (LLM), GPT-4 while accessing two distinct sources of information, i.e., official and community-based information utilizing retrieval augmented generation and prompt-based learning (Figure\u00a0\n                    <jats:xref ref-type=\"fig\">1<\/jats:xref>\n                    ). We assess\n                    <jats:italic toggle=\"yes\">RefuGPT's<\/jats:italic>\n                    usefulness and usability through an ex-post evaluation in a naturalistic setting with Ukrainian refugees. Hence, we show that our bi-layered LLM-based chatbot can effectively assist refugees. They thus move from information-seeking to a more effortless information-asking. Based on those insights, we propose design principles as well as practical recommendations for refugee chatbots.\n                  <\/jats:p>","DOI":"10.1145\/3735140","type":"journal-article","created":{"date-parts":[[2025,5,15]],"date-time":"2025-05-15T07:23:12Z","timestamp":1747293792000},"page":"1-21","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":2,"title":["From Information-Seeking to Information-Asking: Designing RefuGPT, a Chatbot for Ukrainian Refugees in Switzerland"],"prefix":"10.1145","volume":"6","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1354-1538","authenticated-orcid":false,"given":"Kilian","family":"Sprenkamp","sequence":"first","affiliation":[{"name":"University of Zurich","place":["Zurich, Switzerland"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4713-8408","authenticated-orcid":false,"given":"Sven","family":"Eckhardt","sequence":"additional","affiliation":[{"name":"University of Zurich","place":["Zurich, Switzerland"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0762-3505","authenticated-orcid":false,"given":"Liudmila","family":"Zavolokina","sequence":"additional","affiliation":[{"name":"University of Lausanne","place":["Lausanne, Switzerland"]},{"name":"University of Zurich","place":["Lausanne, Switzerland"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0453-9762","authenticated-orcid":false,"given":"Gerhard","family":"Schwabe","sequence":"additional","affiliation":[{"name":"University of Zurich","place":["Zurich, Switzerland"]}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2025,12,18]]},"reference":[{"key":"e_1_3_4_2_2","doi-asserted-by":"crossref","unstructured":"Safa AbuJarour Manuel Wiesche Antonio D\u00edaz Andrade Jane Fedorowicz Hanna Krasnova Sebastian Olbrich C. Tan Cathy Urquhart and Viswanath Venkatesh. 2019. ICT-enabled refugee integration: A research agenda. Communications of the Association for Information Systems 44 (2019) 874--890.","DOI":"10.17705\/1CAIS.04440"},{"key":"e_1_3_4_3_2","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2016\/40.2.06"},{"key":"e_1_3_4_4_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2018.10.001"},{"key":"e_1_3_4_5_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-50341-3_1"},{"key":"e_1_3_4_6_2","doi-asserted-by":"publisher","DOI":"10.1145\/3442188.3445922"},{"key":"e_1_3_4_7_2","article-title":"Design issues in human-centered AI for marginalized people","author":"Caforio Alessandro","year":"2021","unstructured":"Alessandro Caforio, Alessandro Pollini, Antonio Salvatore Filograna, and Antonella Passani. 2021. Design issues in human-centered AI for marginalized people. 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