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Web-based e-mail communications: issues in responsive service.

T C Burns1, S Rashid

  • 1Libra Information Services, Toronto, Ontario, Canada.

Topics in Health Information Management
|May 31, 2001
PubMed
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Women's College Hospital reviewed five years of web-based communications to understand virtual interactions. This analysis informs strategies for healthcare organizations managing digital communication demands and opportunities.

Area of Science:

  • Health Informatics
  • Organizational Communication
  • Digital Health Management

Background:

  • Healthcare organizations increasingly utilize web-based communication channels.
  • Managing virtual communication requires strategic policy and procedural review.
  • Women's College Hospital (WCH) identified a need to analyze its digital communication landscape.

Purpose of the Study:

  • To review five years of web-based e-mail communications at WCH.
  • To identify patterns in sender demographics, communication reasons, and institutional response.
  • To address organizational challenges and opportunities presented by virtual communication.

Main Methods:

  • A comprehensive review of five years of web-based e-mail communications.
  • Analysis of message origins, content drivers, and institutional responses.

Related Experiment Videos

  • Identification of key themes related to managerial policy and procedure.

    • Main Results:

    • The review highlighted the expanding role of web-based communication within the hospital.
    • Understanding sender demographics and communication purposes is crucial.
    • Significant organizational challenges and opportunities were identified.

    Conclusions:

    • Healthcare organizations must proactively manage web-based communications.
    • Policies and procedures need adaptation to serve virtual audiences effectively.
    • Strategic attention to digital communication enhances organizational responsiveness and service delivery.