Information Technology Reference
In-Depth Information
Based on the above discussion, we propose that adopting a holistic view of
the four modes of knowledge conversion will enhance opportunities for consumer
knowledge creation. Hence, the following proposition:
Proposition P3: The extent and effectiveness of consumer-driven service innova-
tion and knowledge creation in health care will be dependent on the quality of
support provided for all the four modes of knowledge creation (i.e., combination,
internalization, externalization, and socialization) by the value-driven health care
organization.
From the above set of propositions, it is clear that value-driven healthcare organi-
zations will need to support both the network and the repository model of knowledge
management. In other words, they need to offer IT-based solutions that bring
together a variety of health information sources and knowledge sharing facilities.
As prior technology implementation studies have informed us (Orlikowski,
1992), customers' actual usage and usage preferences is critical for effectively car-
rying out the above task. We now use a real world case study of a healthcare provider
namely, the Wisconsin-based Comprehensive Health Enhancement Support System
(CHESS) run by the Center for Health Enhancement Systems Studies that offers
both websites and online communities, to understand the pattern of consumer usage
of these facilities. Our objective is to offer some preliminary guidance on how
healthcare organizations should proceed in offering the above knowledge creation
facilities.
8.7 Consumer Participation in CHESS: An Exploratory Study
CHESS is an online health information system run by the Center for Health
Enhancement Systems Studies at the University of Wisconsin-Madison for patients
with certain types of health crisis or medical concern, primarily, cancer.
In this exploratory study, we look at the services provided specifically for breast
cancer patients. CHESS provides a highly sophisticated website with reliable, up-to-
date, well-organized, and accessible information for patients diagnosed with breast
cancer. In addition to providing general information, it also tailors and personalizes
the information, provides decision-making tools, provides an extensive resource
directory as well as tools for tracking and monitoring the services related to their
treatments.
Unlike many websites that are static, CHESS website provides a more inter-
active environment by incorporating features such as “Ask an expert” that allows
consumers to interact with experts in an anonymous manner. Patients can also post
their stories on the website. Along with all this, CHESS also provides an online
discussion board where patients can share information and experiences related to
dealing with the specific disease or make suggestions for improving the quality of
services. The website and the discussion board have been utilized by several patients
for the last 15 years or so and the project has been funded by several organizations
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