Investigating the Influence of Featured Snippets on User Attitudes
Markus Bink (Universität Regensburg)
Sebastian Schwarz (Universität Regensburg)
Tim Draws (TU Delft - Web Information Systems)
David Elsweiler (Universität Regensburg)
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Abstract
Featured snippets that attempt to satisfy users' information needs directly on top of the first search engine results page (SERP) have been shown to strongly impact users' post-search attitudes and beliefs. In the context of debated but scientifically answerable topics, recent research has demonstrated that users tend to trust featured snippets to such an extent that they may reverse their original beliefs based on what such a snippet suggests; even when erroneous information is featured. This paper examines the effect of featured snippets in more nuanced and complicated search scenarios concerning debated topics that have no ground truth and where diverse arguments in favor and against can legitimately be made. We report on a preregistered, online user study (N = 182) investigating how the stances and logics of evaluation (i.e., underlying reasons behind stances) expressed in featured snippets influence post-task attitudes and explanations of users without strong pre-search attitudes. We found that such users tend to not only change their attitudes on debated topics (e.g., school uniforms) following whatever stance a featured snippet expresses but also incorporate the featured snippet's logic of evaluation into their argumentation. Our findings imply that the content displayed in featured snippets may have large-scale undesired consequences for individuals, businesses, and society, and urgently call for researchers and practitioners to examine this issue further.