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In our 2020 Outlook, we discussed The Age of Anxiety; a trend referring to the ever-growing mental exhaustion borne out of our always-on, increasingly connected culture. Daily, we are hammered with an endless stream of content vying for our attention on every screen and toaster in sight. Via Ambient Computing, we find ourselves increasingly tracked, behaviors monitored, and privacy limited. These technological burdens alone were enough to cause serious agita.

在《 2020年展望》中，我们讨论了焦虑时代。这种趋势指的是我们永远在线，联系日益紧密的文化所带来的不断增长的精神疲惫。每天，我们无休止地浏览着无数的内容，以吸引我们对每一个屏幕和烤面包机的关注。通过环境计算，我们发现自己越来越受到跟踪，行为受到监控以及隐私受到限制。仅这些技术负担就足以引起严重的焦虑。

But as countries around the globe went into lockdown, we ironically became more “connected” than ever to our devices and digital media. The services often most scrutinized had suddenly become the most vital for accessing information, and keeping us entertained. What’s been the impact on our mental well-being? What will it look like long term?

但是，随着全球国家进入封锁状态，我们具有讽刺意味的是，我们与设备和数字媒体之间的联系越来越紧密。经常受到最严格审查的服务突然成为获取信息并保持娱乐的最重要的条件。对我们的心理健康有何影响？长期来看会怎样？

Plenty has been written on this subject. Type in technology and mental health in Google Search, and you’ll unearth mountains of articles and academic papers. Most often too, the conclusions drawn are not positive. But Covid-19 has added a new wrinkle to this relationship. In this article, we’ll evaluate some of the major ways in which our technology and digital media consumption have changed during the pandemic — both the bad and the good — and how this has affected our mental wellness.

关于这个问题已经写了很多。在Google搜索中输入技术和心理健康知识 ，您将发掘大量文章和学术论文。通常，得出的结论也不是肯定的。但是Covid-19为这种关系增加了新的皱纹。在本文中，我们将评估大流行期间技术和数字媒体消费发生变化的一些主要方式(无论是好的还是好的)，以及这如何影响我们的心理健康。

让它停下来 (Make It Stop)

As a trend accelerator, Covid-19 has sped up innovative transformations in many areas. Unfortunately, it has also exacerbated technology and digital media’s pre-existing negative impact on people, including information overload, dangerous misinformation, and work-life unbalance. It may be hard to discern the pandemic’s damage on our collective psyche from the negative impact of technologies, given how closely correlated and concurrent these two have become. Yet, with so many people holding onto social media as a key source of information and updates during a scarily uncertain time, it is safe to say that overstimulation has taken its toll on our mental health. We want to make it stop, yet we can’t turn away.

作为趋势加速器，Covid-19在许多领域加快了创新转型。不幸的是，它还加剧了技术和数字媒体先前对人的负面影响，包括信息超载，危险的错误信息和工作与生活的不平衡。考虑到这两种疾病之间的密切联系和并行性，很难从技术的负面影响中识别出大流行对我们集体心理的损害。但是，由于在如此不确定的时间内，有如此多的人将社交媒体作为主要的信息和更新来源，因此可以肯定地说，过度刺激已经损害了我们的心理健康。我们想让它停止，但是我们不能拒绝。

信息超载 (Information Overload)

The association between social media consumption and mental health is nothing new, and has been widely deliberated in psychological circles even prior to the pandemic. But as lockdowns took hold in early spring, young people and adults alike flocked to social media in droves for the latest news, entertainment, and social connection. In a Harris Poll conducted during peak lockdown months of March through May, 46% to 51% of US adults reported increased social media usage since lockdown began. Audience data from MAGNA tells a similar story. Of the top five social media apps (Facebook, Tiktok, Instagram, Snapchat, and Twitter), all saw a considerable increase in time spent from March through early April by approximately 7 minutes per day, and the increase is expected to continue through 2021.

社交媒体消费与心理健康之间的联系并不是什么新鲜事物，甚至在大流行之前就已经在心理圈中进行了广泛的研究。但是随着早春的封锁行动，年轻人和成年人都涌向社交媒体，以获取最新的新闻，娱乐和社交联系。在三月至五月的高峰锁定月份进行的一次哈里斯民意测验中，自锁定开始以来，有46％至51％的美国成年人报告了社交媒体使用的增加。麦格纳(MAGNA)的受众群体数据也讲述了类似的故事。在前五名社交媒体应用程序(Facebook，Tiktok，Instagram，Snapchat和Twitter)中，从3月到4月初，所有时间都以每天大约7分钟的速度增加，并且预计这种增长将持续到2021年。

The impact of this surge in social media usage has been complicated. Most of the previous studies shared here have focused on the long-term, but recent research from China suggests short-term implications as well. A survey conducted during January to February 2020, looked at social media exposure of Covid-19 info and reported mental health. 82% of respondents reported being frequently exposed to information about the pandemic through social media. Of those, 48% showed symptoms of depression, 23% for anxiety, and 19% for both disorders. Important to note that these rates are significantly higher than previous national samples. A separate survey conducted in Iraqi Kurdistan found similar connections for Social Media’s role in producing anxiety symptoms.

社交媒体使用激增的影响非常复杂。在此分享的大多数以前的研究都集中在长期方面，但是中国的最新研究也提出了短期的影响。 2020年1月至2020年2月进行的一项调查研究了社交媒体对Covid-19信息的曝光并报告了心理健康状况。 82％的受访者表示经常通过社交媒体接触有关大流行的信息。在这些人中，有48％表现出抑郁症状，焦虑症占23％，两种疾病都占19％。需要注意的是，这些比率大大高于以前的国家样本。在伊拉克库尔德斯坦进行的另一项调查发现，社交媒体在产生焦虑症状中的作用与此相似。

Even before the pandemic struck, the 24-hour news cycle was alive and humming. Starting in early March, this trend was put into overdrive as publishers sought to meet the endless demand for information surrounding the global health crisis. A June report from Statista indicated that globally, news content consumption has increased by 36% between the period of March through June 2020.

甚至在大流行来临之前，这个24小时的新闻周期仍然活跃而嗡嗡作响。从3月初开始，随着出版商寻求满足有关全球健康危机的无休止的信息需求，这种趋势被过度驱动。 Statista的6月份报告指出，从3月到2020年6月，全球新闻内容的消费量增长了36％。

It’s likely that we won’t know the true ramifications for several years as the dust settles and more research is conducted. Nevertheless, there’s ample evidence to suggest that we could see mental health fall out in both the short term, and long term as a result of information overload.

随着尘埃落定和进行更多的研究，很可能几年来我们不会知道真正的后果。但是，有足够的证据表明，由于信息超载，我们可以看到短期和长期的心理健康状况都会下降。

危险的错误信息 (Dangerous Misinformation)

While it’s important to stay up to date on local and national levels, studies have shown that overconsumption can take a toll on our physical and emotional health. Due to the sensational and often negative nature of news headlines, the impact on one’s psyche as a result of consuming too much can be damaging; inciting fight or flight responses that impact brain chemistry and mood. This compounded regularly over an extended period can cause symptoms of anxiety, depression, and general fatigue. One study found participants experienced an increase in both anxious and sad moods only after 14-minutes of viewing negative news material.

尽管在地方和国家/地区保持最新状态很重要，但研究表明，过度消费会损害我们的身心健康。由于新闻头条的耸人听闻且常常是负面的性质，过多消费对个人心理的影响可能是有害的。煽动战斗或逃跑React，影响大脑的化学和情绪。长期定期混入会引起焦虑，抑郁和全身疲劳的症状。一项研究发现，参与者在观看负面新闻材料14分钟后才经历焦虑和悲伤情绪的增加。

To complicate matters further, in the early days of lockdown a new term began to emerge in the headlines: Infodemic. This was in reference to the plethora of information that spread like wildfire through digital communities. Now not only did consumers have to contend with the sheer amount of content, but it suddenly became their responsibility to untangle the truth. Nowhere is this more prevalent than social media, which can be a great source for quick info, but often comes with a surplus of emotionally charged and inaccurate claims. During a pandemic when truth becomes fundamental to survival, this only serves to induce these stressors further. For their part, companies such as Facebook and Twitter have been active in policing their platform for misinformation and elevating legitimate resources, but it is still an ongoing issue that deserves our attention and vigilance.

使事情变得更加复杂的是，在锁定的初期，头条新闻开始出现一个新名词： Infodemic 。这是指像野火一样通过数字社区传播的大量信息。现在，消费者不仅不得不与数量庞大的内容抗衡，而且突然成为了他们揭露真相的责任。没有比这更流行的社交媒体了，社交媒体可以是快速信息的重要来源，但是常常带有过多的带有情感色彩和不准确的声明。在大流行中，当真理成为生存的基础时，这只会进一步诱使这些压力源。就其本身而言，诸如Facebook和Twitter之类的公司一直在积极地为错误信息平台和合法资源进行监管，但这仍然是一个持续存在的问题，值得我们关注和警惕。

工作生活失衡 (Work-Life Unbalance)

Another major disruption to our daily lives has been the adoption and impact of remote work technologies, especially that of video conferencing and communications platforms. As offices began shutting down, video conferencing and virtual boardrooms transitioned from novel necessity to normal routine. Usage of platforms like Microsoft Teams, Slack, and Zoom exploded in the early days of the pandemic and overnight, these tools we were hardly engaging with instantly became the primary means of conducting business.

对我们日常生活的另一个重大破坏是远程工作技术的采用和影响，尤其是视频会议和通信平台的技术。随着办公室开始关闭，视频会议和虚拟会议室已从新颖的需求过渡到正常的日常工作。在大流行的早期和夜晚，诸如Microsoft Teams，Slack和Zoom之类的平台的使用激增，而我们几乎不使用的这些工具立即成为开展业务的主要手段。

Unfortunately, these incredible tools have had the unintended consequences of elongating the workday, and hampering one’s ability to disengage. As of May, Zoom reported a 700% increase in weekday evening meetings on its platform since February, and a 2,000% increase in meetings on the weekend. And this jump isn’t just due to a transition online, data shows employees are also beginning their days earlier working later. Surfshark, a privacy app maker, found spikes in email usage between midnight and 3 a.m. that were not present pre-pandemic. Further, surveys by email client maker Superhuman found peak email time has crept up an hour to 9 a.m.

不幸的是，这些令人难以置信的工具带来了意想不到的后果，即延长了工作时间，并妨碍了他们的脱离能力。截至5月，Zoom报告自2月以来在其平台上的工作日晚上会议增加了700％，而周末会议增加了2,000％。而且这种增长不仅仅是由于在线过渡，数据显示，员工也早日开始工作，后来又开始工作。隐私应用程序制造商Surfshark 发现，午夜至凌晨3点之间电子邮件使用量激增。在大流行前还没有出现过此外，电子邮件客户端制造商Superhuman的调查发现，电子邮件的高峰时间已经爬升了一个小时，直到上午9点。

This “always-on” work culture is leading to greater burnout and mental hardship. This was true even prior to the days of “Zoom Fatigue.” Evidence has long upheld that an “always-on” work culture and habits ineffectively blend our personal and professional lives, contributing to higher stress levels. A Meyers Briggs Company Survey conducted over 2018 and 2019, found more than a quarter of respondents said that the always-on culture interfered with their personal or family life, and a fifth indicated that it could lead to mental exhaustion.

这种“永远在线”的工作文化导致更大的倦怠和精神困难。甚至在“ Zoom Fatigue”时代之前就是如此。长期以来一直有证据表明，“永远在线”的工作文化和习惯不能有效地融合我们的个人和职业生活，从而加剧了压力水平。 Meyers Briggs公司在2018年和2019年进行的一项调查发现，超过四分之一的受访者表示，永远存在的文化会干扰他们的个人或家庭生活，五分之一的受访者表示，这可能会导致精神疲惫。

Fortunately, we see many organizations recognizing these trends and providing resources and tips for creating boundaries and disconnecting. This course correction and creation of remote-etiquette will be much needed, as more companies consider the benefits of partial or permanent situations long after the pandemic.

幸运的是，我们看到许多组织意识到了这些趋势，并提供了资源和提示来创建边界和断开连接。由于越来越多的公司在大流行之后很久就考虑了部分或永久性情况的好处，因此迫切需要进行路线更正和创建远程礼节。

美好力量 (A Force for Good)

For as much as this digital era can be held responsible for our Age of Anxiety, it’s often these same services and mediums that have provided welcome reprieve and tranquility during such uncertain and difficult circumstances. After all, very few of these platforms enter the world with bad intentions. And most, if not all, are meant to improve our quality of life.

在这个数字时代可以为我们的焦虑时代负责的时候，正是这些相同的服务和媒介在这种不确定和困难的情况下提供了令人欣慰的缓和与安宁。毕竟，这些平台中很少有出于恶意而进入世界的。而且大多数(如果不是全部)旨在改善我们的生活质量。

数字化社会化与社区 (Digitized Socialization and Community)

As we discussed earlier, modern tech has often been accused of creating a more isolated and individualized society. However, during this period of physical distancing, these same tools have been our greatest means of connecting and maintaining relationships with others. The importance of communication in sustaining positive mental health during extended periods of isolation cannot be overstated.

正如我们之前讨论的那样，现代技术通常被指责为创建一个更加孤立和个性化的社会。但是，在这段物理距离期间，这些相同的工具已成为我们联系和维持与他人关系的最大手段。在长期孤立的环境中，交流对于维持积极的心理健康至关重要。

The US was already facing an epidemic of loneliness prior to the pandemic. 79% of Gen Z, 71% of Millenials, and 65% of Gen X reported feeling lonely in 2019. Under quarantine, reports of feeling lonely and disconnected during quarantine have understandably risen. An April 2020 survey from SocialPro indicated that a third of Americans reported greater feelings of isolation and loneliness than typical. Those of us who were fortunate (or unfortunate) enough to have a roommate were blessed with a constant companion, but this is not the case for the 35.7 million Americans who live alone. The harmful effects of loneliness extend beyond a negative mood. Studies have shown social isolation can lead to complications for both physical and mental health including heart disease, obesity, anxiety, and depression.

在大流行之前，美国已经面临着孤独流行。 Z世代中有79％的人，71％的千禧一代和X代的65％的人在2019年感到孤独。在隔离检疫中，隔离期间感到孤独和脱节的报道有所增加。 2020年4月，SocialPro进行的一项调查显示，三分之一的美国人报告说比平常人更孤立和孤独。我们这些幸运的(或不幸的)足以与她成为室友的人一直有一个不变的伴侣，但对于3570万独自一人的美国人却不是这样。孤独的有害影响超出了负面情绪的范围。研究表明，社交孤立会导致身心健康并发症，包括心脏病，肥胖，焦虑和抑郁。

This combination of isolating circumstances and mental health fall-out has provided an interesting opportunity for communicative and social digital tools to step into the spotlight as a solution. Cloud-powered platforms have unlocked entirely new territories for connecting people virtually to combat social isolation.

隔离环境和心理健康问题的结合为交流和社交数字工具提供了一个有趣的机会，成为解决方案的焦点。以云为动力的平台已经开辟了全新的领域，可以虚拟地连接人们以对抗社会隔离。

We’ve already mentioned Zoom and it’s rise to prominence, but other entrants and legacy tools such as Apple’s Facetime and Epic’s Houseparty are getting more attention as well. What’s notable within these platforms is the experimentation of co-viewing during this time. Houseparty’s In the House event enabled users to experience a series of “live” performances and entertainment together, while apart.

我们已经提到过Zoom，它的重要性日益凸显，但是其他进入者和遗留工具(如Apple的Facetime和Epic的Houseparty)也越来越受到关注。在这些平台中值得注意的是这段时间的共同观看实验。 Houseparty的“ 在屋里”活动使用户可以在分开的同时一起体验一系列“现场”表演和娱乐。

Gaming and virtual world spaces offer a similar social experience component. Epic’s Fortnite, arguably the most popular free-to-play game on the planet, boasted a 350 million user base in April; a 100 million increase since the previous year. They too have recognized the need for a purely social environment, developing an entirely new in-game destination called Party Royale devoted to non-gaming purposes.

游戏和虚拟世界空间提供了类似的社交体验组成部分。史诗般的《堡垒之夜》可以说是全球最受欢迎的免费游戏，它在4月拥有3.5亿用户。与上一年相比增加了1亿。他们也已经认识到需要一个纯粹的社交环境，开发了一个全新的游戏目的地“皇家派对”，专门用于非游戏目的。

Beyond just entertainment, there is also a clinical application to these services. Research supports that communicative technologies and digital services can be an effective intervention tool for loneliness. A meta-analysis conducted on older adult populations in Poland and Italy found technology was effective in combating loneliness. Additional support to these ends comes in a recent article on Social Isolation and Loneliness encourages embracing technology as a practical solution.

除了娱乐之外，这些服务还具有临床应用。研究支持通信技术和数字服务可以成为寂寞的有效干预工具。对波兰和意大利老年人口进行的荟萃分析发现，技术可以有效地消除孤独感。在最近的一篇关于“社会隔离和孤独感”的文章中，为这些目的提供了额外的支持，鼓励将技术作为一种切实可行的解决方案。

All of this is not to dismiss the negative consequences that were raised earlier around these same platforms. But we’d be remiss not to acknowledge the incredible opportunities these tools have afforded during a challenging time. As with many things in life, what’s important is finding the right balance through moderation.

所有这些都不是为了消除先前在这些平台上引起的负面影响。但是，我们不能不承认这些工具在充满挑战的时期提供了难以置信的机会。与生活中的许多事情一样，重要的是要通过节制来找到正确的平衡。

心理健康走向虚拟 (Mental Wellness Goes Virtual)

Amid a global pandemic, foremost on everyone’s mind is easy access to health information and care. But with our ability to travel severely limited, and a hypersensitive pulse on any symptoms or direct contact with others, the circumstances were ripe for a more seamless digital solution. Enter telehealth, which broadly involves the remote provision of healthcare between doctors and patients, most often by way of video consultations.

在全球大流行中，最重要的是每个人都可以轻松获得健康信息和护理。但是，由于我们的旅行能力受到严重限制，并且对任何症状或与他人直接接触的React都非常敏感，因此对于更无缝的数字解决方案来说，情况已经成熟。进入远程医疗，这通常涉及通过视频咨询的方式在医生和患者之间远程提供医疗服务。

Telehealth usage and availability has accelerated during this pandemic out of necessity, thanks in part to relaxed federal regulations. Previously, only 24% of U.S. health organizations had virtual care. This has changed dramatically, as early-stage offerings suddenly became one of the primary sources of care during lockdowns. Telehealth vendor, Amwell reported a 2000% surge in visits to their platform since the onset of the pandemic. Projections from Forrester estimate one billion virtual care visits this year alone. And although the visitation rates will subside, these behaviors are expected to have sticking power post pandemic as benefits plans expand to accommodate more service and people become accustomed to the process.

在这种大流行中，由于必要，放宽了远程医疗的使用和可用性，这在一定程度上要归功于宽松的联邦法规。以前，只有24％的美国卫生组织提供虚拟护理。这已经发生了巨大的变化，因为早期产品突然成为锁定期间的主要护理来源之一。远程医疗供应商Amwell报告说，自大流行开始以来，对其平台的访问量激增了2000％。根据Forrester的预测，仅今年一年就有10亿次虚拟护理就诊。尽管探访率将下降，但随着福利计划的扩展以容纳更多服务以及人们逐渐习惯该过程，这些行为有望在大流行后继续保持坚挺。

When it comes to mental health, these services could not have come at a better time. The U.S. was already facing a mental health crisis before the pandemic, as a fledgling system struggled to keep up with increasing demand for care. As the pandemic took hold, this demand has sharply risen. Calls to the Disaster Distress Hotline increased 338% in March, and first time mental-health visits are now regular occurrences for private psychiatric practices. Private practices are still under-resourced, and struggling to keep up with the volume; however, these tele-mental health digital platforms have allowed counselors to meet with more patients fluidly. Services like Talkspace, Inpathy, and Betterhelp are providing a much-needed lifeline as the world navigates an unprecedented amount of challenge and uncertainty.

当涉及精神健康时，这些服务再合适不过了。在大流行之前，美国已经面临着精神健康危机，因为刚起步的系统难以跟上不断增长的护理需求。随着大流行的爆发，这种需求急剧上升。 3月份，拨打灾难救助热线的电话增加了338％，现在，私人精神病治疗部门经常出现首次精神保健就诊。私人诊所的资源仍然不足，并且正努力跟上数量的增长；但是，这些远程心理健康数字平台使辅导员能够流畅地与更多患者见面。随着世界应对前所未有的挑战和不确定性，像Talkspace ， Inpathy和Betterhelp之类的服务正在提供急需的生命线。

Outside of the professional realm, we’ve also seen a rise in popularity of mindfulness and meditation apps. Subscription-based services like Calm and Headspace offer digital escape through guided relaxation and stress-reducing exercises. During the week of March 29th, downloads of these apps hit 750,000, marking a 25–29% increase since the start of 2020. We also saw non-endemic brands recognizing a need and creating solutions. Snapchat introduced “Here for You,” a set of in-app tools focused on mental health and wellness. Prior to the pandemic, Pinterest rolled out their Compassionate Search feature which identifies negative mood search inquiries (stress, anxiety, etc.), and surfaces pertinent resources.

在专业领域之外，我们还注意到正念和冥想应用程序的普及程度有所提高。诸如Calm和Headspace之类的基于订阅的服务通过引导性放松和压力减轻练习提供数字化逃生。在3月29日当周，这些应用的下载量达到750,000，自2020年初以来增长了25–29％。我们还看到非流行品牌意识到了需求并创建了解决方案。 Snapchat推出了“ Here for You”，这是一套专注于心理健康和保健的应用内工具。在大流行之前，Pinterest推出了其同情搜索功能，该功能可识别负面的情绪搜索查询(压力，焦虑等)，并显示相关资源。

These digital services have done their part in elevating the conversation as the world endures a shared mental marathon. More importantly, they have provided a means for easy access to just-in-time care that can in many cases be life-and-death. As we move beyond the pandemic, we’re likely to see services such as these stick around as more emphasis is placed on the importance of a healthy mind.

随着世界范围内的人们共享精神马拉松，这些数字服务已经在增进对话中发挥了作用。更重要的是，他们提供了一种易于获得及时护理的方法，这种方法在许多情况下可能是生死攸关的。随着我们远离大流行，我们可能会看到诸如此类的服务随处可见，因为人们更加重视健康头脑的重要性。

这对品牌意味着什么 (What This Means for Brands)

As we contemplate the positive and negative implications of our digital tools and behaviors, it’s important to consider what impact this will have on brands and their strategies moving forward. The early days of lockdown proved to be a learning experience for many as they navigated an unprecedented crisis, and have continued to face complex social and political issues throughout the year. As the states gingerly reopen and relax restrictions, many very much recovering both mentally and physically, there are several lessons and opportunities that brand marketers should keep in mind.

在考虑数字工具和行为的正面和负面影响时，重要的是要考虑这将对品牌及其前进的战略产生什么影响。在许多人度过了前所未有的危机之时，锁定的初期被证明是许多人的学习经历，并且在全年中它们仍继续面临着复杂的社会和政治问题。随着各州小心翼翼地重新开放和放松限制，许多州的身心都在恢复，品牌营销人员应牢记一些教训和机会。

客户至上的营销方式 (A Customer-First Marketing Approach)

What’s been made abundantly clear throughout this period is that, in times of crisis, consumers’ needs should be the top priority. At the outset of the pandemic, we saw many brands pivot messaging and manufacturing to address the here and now: producing PPE and forgoing profit in service of more urgent causes. As parts of the world slowly begin to reopen and relax restrictions, this level of empathy should be carried into brand messaging, products, and services to improve customer experience and alleviate consumer anxiety. The north star for brands should continue to be that of care and concern for their customers and communities. This begins with crafting messaging that supports versus sells, and creating proper infrastructure and training around customer service and support.

在此期间，我们已经非常清楚地表明，在危机时期，消费者的需求应该是重中之重。在大流行开始时，我们看到许多品牌都将信息和制造作为枢轴，以解决当前和现在的问题：生产PPE并放弃更紧迫原因的服务利润。随着世界各地逐渐开始重新开放和放宽限制，这种同理心应融入品牌信息，产品和服务中，以改善客户体验并减轻消费者的焦虑感。品牌的北极星应该继续是对客户和社区的关怀和关心。首先要制定支持和销售的消息传递，并围绕客户服务和支持创建适当的基础架构和培训。

流体数字集成 (Fluid Digital Integration)

Customers have new priorities, and consumer behavior is likely to reflect them. Many that were forced by circumstances to explore and adopt digital tools and platforms will be expecting the same ease and seamlessness moving forward. Therefore, the focus for brands should be placed on updating and improving the customer journey to remove friction from the process and experience. This includes adapting their products and services to digital models with thoughtfully created UX and design. In developing these digital tools, emphasis should be placed on maintaining an element of human touch to convey warmth and care particularly in elements of customer service and support.

客户有新的优先事项，而消费者的行为很可能反映了它们。由于环境的原因，许多被迫探索和采用数字工具和平台的人将期待同样的轻松和无缝。因此，品牌的重点应放在更新和改善客户旅程上，以消除过程和经验中的摩擦。这包括通过精心设计的用户体验和设计使他们的产品和服务适应数字模型。在开发这些数字工具时，应着重于保持人性化的元素，以传递温暖和关怀，特别是在客户服务和支持方面。

健康作为价值主张 (Wellness as a Value Proposition)

If we’ve been able to illustrate anything throughout this article, it’s that mental (and physical) health and wellness is of chief concern as we look towards the future. No doubt there will be repercussions from this period not yet known that reveal themselves months, years, or decades from now. While mental health can be a tricky topic to broach, it could serve brands to incorporate a wellness component into their offerings as it becomes ingrained in the cultural zeitgeist. As mentioned earlier, we’ve seen social applications like Snapchat, Facebook, and Pinterest create resource hubs to elevate conversations around mental health. This is fitting given their high engagement and community-centric models, and also given their potential culpability in perpetuating the issues.

如果我们能够在本文中说明所有内容，那么在展望未来时，首先要关注的是心理(和身体)健康状况。毫无疑问，这段时期会产生一些影响，从现在开始的数月，数年或数十年内都会显现出来。尽管心理健康可能是棘手的话题，但随着文化时代精神根深蒂固，心理健康可以帮助品牌将健康成分融入其产品中。如前所述，我们已经看到诸如Snapchat，Facebook和Pinterest之类的社交应用程序创建了资源中心，以提升围绕心理健康的对话。考虑到他们的高度参与和以社区为中心的模型，并且考虑到他们在使问题永久存在方面的潜在罪魁祸首，这是合适的。

Interestingly, other less endemic brands are beginning to enter the conversation as well. Sobey’s Grocery Chain announced in August that it would pledge millions in financial support for youth mental health programs. Jansport, the backpack retailer, created their #LightentheLoad campaign focused on connecting young people to mental health resources as well. If an external effort doesn’t feel like a natural fit for your organization, look inward and see what kinds of employee benefits and services you can add in the mental health space. Many meditation apps such as Calm and Headspace provide enterprise solutions that could be valuable. Brands that seek to build a lasting relationship with customers should be taking their mental wellness into account when designing the brand experiences.

有趣的是，其他不那么流行的品牌也开始参与讨论。 Sobey的杂货连锁店在八月宣布，它将承诺为青年心理健康计划提供数百万美元的财政支持。背包零售商Jansport制作了#LightentheLoad广告系列，重点关注年轻人与心理健康资源之间的联系。如果外部努力不适合您的组织，请向内看，看看可以在心理健康领域增加哪些员工福利和服务。诸如Calm和Headspace之类的许多冥想应用程序都可以提供有价值的企业解决方案。寻求与客户建立持久关系的品牌在设计品牌体验时应考虑其心理健康状况。

翻译自: https://medium.com/ipg-media-lab/reevaluating-technologys-impact-on-mental-health-82f64825163f