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Healthcare information giving services: technologies and everyday practicalities
Karen Clarke1, John Rooksby, Mark Rouncefield
1Computing, University of Lancaster, Lancaster, UK. k.clarke@lancaster.ac.uk
Health Informatics Journal
|October 7, 2006
Summary
This study examined how information is requested and given in services like poison control and mental health helplines. It suggests focusing system design on the practical aspects of information delivery.
Area of Science:
- Human-Computer Interaction
- Information Science
- Service Design
Background:
- Observational studies of work practices in information-giving services are crucial for effective service design.
- Existing system design often prioritizes information logic over practical delivery.
Purpose of the Study:
- To analyze work practices in information-giving services, specifically a poisons information service and a mental health helpline.
- To inform the design of future information-giving services by understanding real-world interactions.
Main Methods:
- Conducted observational studies of work practices in two distinct information-giving service environments.
- Focused on the interactions involved in requesting and providing information.
Main Results:
- Highlighted the complex interactions in information exchange within these services.
- Identified the significant role of intermediaries in delivering recipient-designed information.
Conclusions:
- Advocates for a design approach that emphasizes the practicalities of information giving.
- Recommends shifting focus from abstract information logic to the nuanced realities of service delivery.
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