Communication problems between end-users and technicians through a Help Desk in a Health Information System
Gabriela Garcia1, Agustina Bertoia1, Leonel Cameselle1
1Hospital Italiano de Buenos Aires, Argentina.
Studies in Health Technology and Informatics
|August 12, 2015
Summary
Effective communication between users and help desk technicians is vital for performance. This study reveals that misperceptions and workload impact user-technician interactions and work dynamics.
Area of Science:
- Information Science
- Human-Computer Interaction
- Organizational Behavior
Background:
- Help desk performance is significantly influenced by user-technician communication.
- Understanding the perspectives of both users and technicians is essential for optimizing support services.
Purpose of the Study:
- To explore and comprehend the perceptions and needs of help desk users and technicians.
- To identify factors affecting the interaction and work dynamics within the help desk environment.
Main Methods:
- A qualitative research approach was employed.
- In-depth interviews were conducted with users and help desk technicians.
Main Results:
- Key emergent themes included communication challenges, technician workload, and mutual misperceptions.
- False perceptions between end-users and technicians were identified as a significant issue.
- These misperceptions negatively affect interaction and overall work dynamics.
Conclusions:
- Addressing misperceptions and communication gaps is crucial for enhancing help desk performance.
- Improving the understanding of each other's needs and perspectives can lead to better collaboration and efficiency.
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