Communities, Action and Inter--action: A framework for mediated communication exploring service delivery and planning of community care services
Computer mediated interaction offers a rich application area for exploring communication between communities and servicedelivery provider. This paper outlines the conceptual framework, methodology and initial interpretations of a pilot studyundertaken by a governmental human service network, HSNet. The study, conducted in a rural community in NSW,Australia, approaches the communication between the service delivery and consumer as a dialogue. A dialogue between twoparties can be positioned to trace and reflect on (1) the governmental planning model of service delivery and ((2) thecommunity that experience these services as individuals. Such experiential knowledge can be gained from understandingsfrom a range of client stories that reflect the community interaction with service delivery. We approach the communicationbetween parties as a transcript of differing parts that can actively construct relations through the mediation of the humanservices network, HSNet. Further dialog can be modeled on three levels: content, structure and presence. Each or all of theselevels can be directed to supporting or nullifying common ground between parties. Here common ground refers to theknowledge shared by two communicating parties (Berg, 1997, cited by Coiera 2000,). The design problem focuses on how toincrease the bandwidth for such interactions so that all parties can derive meaning. The long term goal is to position thehealth service network in a role where such mediation between parties can (1) be explicitly and implicitly linked to actionthat affects service planning and community delivery, and (2) that the experience of the individual in the community can beincorporated actively into the process of such planning. The paper concludes with summary of preliminary insights from theproject and a brief overview of future developments.
Year of publication: |
2007
|
---|---|
Authors: | Simoff Simeon ; Deray Kristine ; Petridis Zoe |
Institutions: | NA (contributor) |
Publisher: |
Monash University |
Saved in:
freely available
Saved in favorites
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