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Implementing Electronic Health Records – Objectives, Obstacles, Outcomes
Full text linkElectronic health records (EHRs) support healthcare professionals in their treatment of patients by providing the means to order, document, and follow up on the steps taken to care for each patient. To fulfil this function, EHRs are complex systems with numerous features and associated work processes. As a result, the implementation of EHRs in healthcare institutions is a major undertaking, which has received sustained attention in computer-supported cooperative work (CSCW) and other research fields. This workshop aims to provide a forum for participants to get updated on current CSCW studies of EHR implementations and create connections with a select group of researchers who study EHR implementations from a CSCW perspective. Within the overall theme of implementing EHRs, the workshop specifically focuses on the objectives, obstacles, and outcomes of such implementations. The key activities at the workshop will be presentation of the participants’ position papers and thematic group discussion
Towards a better quality of life at work: How to collectively define digital communication conventions
No full textThe consumption of digital services has increased and has negative effects on the quality of life at work and even on the health of employees. Some solutions, such as charters, have been considered to address these problems and standardize practices. However, these solutions are often rigid and not aligned with work practices. As a result, they are little or not used at all. Faced to these findings, we are interested in studying existing practices of defining digital communication conventions in an organization. This poster presents an ongoing case study within a French national public agency where most of the agents are nomadic workers. We are intended at involving these workers so that they can collectively negotiate conventions and dynamically handle these conventions to make possible an evolution of their work practices
The impact of digitalization on frontline employees’ knowledge work – a literature review
No full textInformation and Communication Technologies are transforming the public sector, e.g. in the form of self-service solutions, automated decision-making, and case management systems. These technologies change the work practices of frontline employees (FLE) who we conceptualize as knowledge workers as they produce, access, and document knowledge with the aim to make decisions. We analyze how technologies are affecting FLEs by investigating how their roles and work-practices change in real-world settings. The research question “How do ICTs affect knowledge workers roles and work practices in digital public encounters?” is addressed through a systematic literature review of qualitative studies. The main findings are (1) mainly three types of technologies affect FLEs’ role and the knowledge required for their work, i.e., self-service, automated decision-making, and case management systems, (2) ICTs affect different aspects of knowledge work, (3) FLEs develop strategies to satisfy systems requirements and apply tacit knowledge as discretion to remain in their role as policy maker. We further discuss our findings and its implications for the CSCW community
Reconfiguring collaborative data work
No full textRemote care solutions are implemented in primary and secondary care to improve the treatment and follow up of patients with chronic conditions. However, each context of use has specific characteristics related to the clinical conditions of patients and the work arrangements for providing care remotely. In this paper we explore the data work required in the implementation and scaling of remote care in Norwegian healthcare. Specifically, we focus on the reconfiguration of data work in various contexts of use. We find that implementing remote care requires reconfiguration of collaborative data work to ensure reliable and trustworthy data, to make patient-generated data useful in clinical assessment, and to maintain continuity of care in the illness trajectory. Our findings show the continuous configuration and re-configuration that takes place
Encounters with indoor delivery robots: a sociological analysis of non-verbal behaviours towards robots
Full text linkThis paper explores how people behave towards robots when encountering them in public spaces and examines the ways they interact differently with robots compared to humans. Using video data collected in an office building where a fleet of delivery robots is deployed, and drawing on classical sociological theories of people's non-verbal behaviour in public spaces, we provide examples of encounters between robots and bystanders. We focus on the ways in which people routinely acknowledge the presence of and make their own presence visible to other people in shared or public spaces. We then analyse interactions with robots in public spaces and argue that while it may often seem at first glance that people treat robots as social agents, there is in fact very little mutual engagement in incidental encounters due to the robot's limited embodied and social presence. We finally address possible directions for interaction and robot behaviour policy design for service robots in public or open environments
Machine Learning and the Work of the User
No full textThis paper introduces the collection of the Journal on Machine Learning (ML) and the user. It provides a brief history of ML from the 1950’s through to the current time, sketching the nature of the kinds of precursor AI techniques used in such things as expert systems right the way through to the emergence of ML and its tool sets, including deep learning. It concludes with the ‘generative AI’ used in such ML technologies as PaLM and GPT-3. The history highlights key changes and developments in ML, the especial importance and limitations of deep learning, and the changing attitudes and expectations of users in an environment when ML can and often is oversold. The paper then explores the ways CSCW research has addressed the social context of organisational systems and how the same can apply for ML tools and techniques. It urges research that focuses on the particular ways that ML comes to fit into ‘real world’ collaborative work sites and hence speaks to the CSCW cannon
Evolution of Information Infrastructures in Healthcare as Convergence of Digital Trajectories
No full textIn information infrastructures at hospitals, various stakeholders are responsible for specific information and communications technology (ICT) portfolios. Each portfolio represents a unique digital trajectory with a past, present, and future. This study investigated how stakeholders (in this study, software developers, ICT operations organizations, and users) collaborate to facilitate the convergence of different digital trajectories, thus contributing to the successful evolution of information infrastructures. Empirically, we focused on the preparatory work involved in implementing an app that would enable nurses to register and calculate National Early Warning Scores at Nordland Hospital in northern Norway. Specifically, we examined the collaboration between three stakeholders to align their respective ICT portfolios and prepare for the new solution. These stakeholders were the Finnish software developer Medanets, the Norwegian Electronic Health Record developer DIPS ASA, and the Northern Norway Regional Health Authority, which governed the regional health ICT infrastructure. These stakeholders governed three distinct portfolios that had been developed over many years and, in this sense, represented digital trajectories with a past, a present, and a possible future. This study is positioned within the computer-supported cooperative work field, and the analysis draws upon the theoretical concepts of information infrastructure and trajectories
On Algorithmic Time and Daily Contingencies in the Lived Work of Food Delivery Service
No full textThis study takes a praxiological perspective (drawing on ethnomethodology, conversation analysis and membership categorization analysis) to examine the working practices of food delivery service workers in China. The analysis explicates how delivery drivers deal with daily algorithm-generated information and contingencies through the production and mobilization of tacitly assumed conventions to maintain their flow of work. In other words, while the logic of the algorithm-generated information is a phenomenon exhibited in the app’s delivery itinerary, actual delivery work is a reality on its own, not just a surrogate of a company’s administrative designs. Three intertwined phenomena are identified: (1) coordinating pick up and deliveries involves a high degree of practical interactional work; (2) the job is practice oriented around routine contingencies of time, travel, and waiting, and (3), the job is collaborative and organized through a moral order that involves the mobilization of resources which operate alongside, but separate from the technology. The study shows how a detailed analysis of the lived work of couriers provides a powerful tool to highlight and examine what is often hidden (and lost) in studies of food delivery service
Data at the Workspace - Working with data: collecting, analyzing and using traces of work activities
No full textThe digitization of work has expanded the possibility of collecting traces of activities, and AI techniques are now expanding the potential for analyzing this large amount of data. This phenomenon is mostly associated with forms of control and evaluation of worker’s activities, thus generating forms of resistance. It is therefore important to think about ways of collecting and processing this data that could improve the quality of life at work, by tackling information, cognitive, or communication overload. Indeed, this data could be used to improve deliberation in organizations, by providing digital representations of the activity that is not easy to grasp in day-to-day professional work. The objective of this workshop is to gather researchers interested in discussing how data could be collected, analyzed, and discussed to improve the quality of life at work: which data? Which methods for its collection and its analysis? Under which conditions
Trust-Building in Peer-to-Peer Carsharing: Design Case Study for Algorithm-Based Reputation Systems
No full textPeer-to-peer sharing platforms become increasingly important in the platform economy. From an HCI-perspective, this development is of high interest, as those platforms mediate between different users. Such mediation entails dealing with various social issues, e.g., building trust between peers online without any physical presence. Peer ratings have proven to be an important mechanism in this regard. At the same time, scoring via car telematics become more common for risk assessment by car insurances. Since user ratings face crucial problems such as fake or biased ratings, we conducted a design case study to determine whether algorithm-based scoring has the potential to improve trust-building in P2P-carsharing. We started with 16 problem-centered interviews to examine how people understand algorithm-based scoring, we co-designed an app with scored profiles, and finally evaluated it with 12 participants. Our findings show that scoring systems can support trust-building in P2P-carsharing and give insights how they should be designed