Papers 6: Renewing Services

Shelley Evenson
Event Time
Tuesday, October 16, 2012

Ethnography and the healthcare debate: What a single case study can teach us about the EMR policy

Erik Vinkhuyzen, Luke Plurkowski - PARC, a Xerox company
Gary David - Bentley College

A yearlong video ethnography of a healthcare clinic that transitioned from a paper process to a scanning solution documented how the new technology impacted different constituents. While the scanning solution reduced the retrieving, filing, and processing work for the medical record clerks, it created additional work for providers as the computer-based processes were more complicated and time-consuming. Nor did the scanning technology make the clinic more efficient overall, as the number of patients the clinic could see remained the same. The study provides grounds to assume that the efficiency gains of EMRs espoused in healthcare policy are unlikely to materialize.

Listening to Self-Service Checkout: Why the EPIC Community might finally crack the riddle of how to study the sonic aspects of everyday experience.

Catriona Macaulay - University of Dundee, Duncan of Jordanstone College of Art and Design

This paper proposes that contributing to the understanding of the ways in which sound does, or could, support experience design in product and systems design is a neglected but potentially important part of the agenda of ethnographers working in design contexts.

Service Infrastructures: A Call for Ethnography of Heterogeneity

Rogério de Paula - IBM Research Brazil

This paper investigates the notion of heterogeneity, inspired by Latour’s Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how system-administrators manage and negotiate incident resolution requests as part of service delivery practices. In particular, we looked into how performance metrics, such as, service level agreements (SLAs), mediated those practices. This paper contributes to the studies of infrastructure and explores the critical synergy between quantitative and qualitative methods in support of large-scale work practice research.

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