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What Happens to Digital Feedback?: Studying the Use of a Feedback Capture Platform by Care Organisations
Newcastle Univ, Open Lab, Newcastle Upon Tyne, Tyne & Wear, England..
Northumbria Univ, Sch Design, Newcastle Upon Tyne, Tyne & Wear, England..
Newcastle Univ, Open Lab, Newcastle Upon Tyne, Tyne & Wear, England.;Newcastle Univ, KITE, Newcastle Upon Tyne, Tyne & Wear, England..
Newcastle Univ, Open Lab, Newcastle Upon Tyne, Tyne & Wear, England..ORCID iD: 0000-0002-3127-1917
Show others and affiliations
2017 (English)In: PROCEEDINGS OF THE 2017 ACM SIGCHI CONFERENCE ON HUMAN FACTORS IN COMPUTING SYSTEMS (CHI'17), ASSOC COMPUTING MACHINERY , 2017, p. 5813-5825Conference paper, Published paper (Refereed)
Abstract [en]

In this paper we report on a four-month long field trial of ThoughtCloud, a feedback collection platform that allows people to leave ratings and audio or video responses to simple prompts. ThoughtCloud was trialled with four organisations providing care services for people with disabilities. We conducted interviews with staff and volunteers that used ThoughtCloud before, during and after its deployment, and workshops with service users and staff. While the collection of feedback was high, only one organisation regularly reviewed and responded to collected opinions. Furthermore, tensions arose around data access and sharing, and the mismatch of values between 'giving voice' and the capacity for staff to engage in feedback practices. We contribute insights into the challenges faced in using novel technologies in resource constrained organisations, and discuss opportunities for designs that give greater agency to service users to engage those that care for them in reflecting and responding to their opinions.

Place, publisher, year, edition, pages
ASSOC COMPUTING MACHINERY , 2017. p. 5813-5825
Keywords [en]
Feedback, social care, health, democracy
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:kth:diva-259224DOI: 10.1145/3025453.3025943ISI: 000426970505055OAI: oai:DiVA.org:kth-259224DiVA, id: diva2:1350810
Conference
ACM SIGCHI CONFERENCE ON HUMAN FACTORS IN COMPUTING SYSTEMS
Note

QC 20190916

Available from: 2019-09-12 Created: 2019-09-12 Last updated: 2019-09-16Bibliographically approved

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fulltext(1877 kB)16 downloads
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Comber, Rob
Human Computer Interaction

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