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Improving service of online health information provision: A case of usage-driven design for health information portals

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  • Bang Viet Nguyen

    (Centre for Organisational and Social Informatics, Monash University)

  • Frada Burstein

    (Centre for Organisational and Social Informatics, Monash University)

  • Julie Fisher

    (Centre for Organisational and Social Informatics, Monash University)

Abstract

Health information portals (HIPs) are now well-established channels for providing reliable and relevant health information as a service to health information consumers. The concept of a smart health information portal was proposed to improve the search experience of HIP users, advancing HIPs learning capability by looking at usage data. This paper describes a design-science research project which utilized insights from usage data to address search issues. A conceptual approach and an architecture to enable usage-driven capability are described. We propose two specific applications, a HIP-specific content issue reporting tool and a topic search feature, to demonstrate how usage data can enhance HIP operations and users’ search experience. Based on the demonstrated implementations and empirical analysis, this paper also discusses how usage-driven design can lead to improved service in online health information provision.

Suggested Citation

  • Bang Viet Nguyen & Frada Burstein & Julie Fisher, 2015. "Improving service of online health information provision: A case of usage-driven design for health information portals," Information Systems Frontiers, Springer, vol. 17(3), pages 493-511, June.
    • Handle: RePEc:spr:infosf:v:17:y:2015:i:3:d:10.1007_s10796-014-9507-4
    DOI: 10.1007/s10796-014-9507-4
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    References listed on IDEAS

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    Cited by:

    1. Jaeki Song & Jeff Baker & Fred D. Davis, 2015. "Special section on the role of information technology in service delivery," Information Systems Frontiers, Springer, vol. 17(3), pages 471-474, June.
    2. Amir Hassan Zadeh & Hamed M. Zolbanin & Ramesh Sharda & Dursun Delen, 2019. "Social Media for Nowcasting Flu Activity: Spatio-Temporal Big Data Analysis," Information Systems Frontiers, Springer, vol. 21(4), pages 743-760, August.
    3. Olivera Marjanovic & Vijaya Murthy, 2016. "From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process," Information Systems Frontiers, Springer, vol. 18(3), pages 479-497, June.
    4. Richard K. Lomotey & Ralph Deters, 0. "Middleware for mobile medical data management with minimal latency," Information Systems Frontiers, Springer, vol. 0, pages 1-16.
    5. Perri, Cecilia & Giglio, Carlo & Corvello, Vincenzo, 2020. "Smart users for smart technologies: Investigating the intention to adopt smart energy consumption behaviors," Technological Forecasting and Social Change, Elsevier, vol. 155(C).
    6. Paul Schneider, 2018. "Managerial challenges of Industry 4.0: an empirically backed research agenda for a nascent field," Review of Managerial Science, Springer, vol. 12(3), pages 803-848, July.
    7. Richard K. Lomotey & Ralph Deters, 2018. "Middleware for mobile medical data management with minimal latency," Information Systems Frontiers, Springer, vol. 20(6), pages 1281-1296, December.
    8. Viorel Mihaila, 2017. "The changing nature of innovation-based social marketing programs - the case of health promotion programs," Manager Journal, Faculty of Business and Administration, University of Bucharest, vol. 25(1), pages 176-184, May.

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