What Happens to Digital Feedback?: Studying the Use of a Feedback Capture Platform by Care Organisations

Andy Dow; John Vines; Toby Lowe; Rob Comber; Rob Wilson

doi:10.1145/3025453.3025943

What Happens to Digital Feedback? Studying the Use of a Feedback Capture Platform by Care Organisations

Andy Dow, John Vines, Toby Lowe, Rob Comber, Rob Wilson

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

13 Citations (Scopus)

43 Downloads (Pure)

Abstract

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.

Original language	English
Title of host publication	Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems
Subtitle of host publication	May 6-11, 2017, Denver, CO, USA
Editors	Gloria Mark
Place of Publication	New York
Publisher	ACM
Pages	5813-5825
ISBN (Print)	9781450346559
DOIs	https://doi.org/10.1145/3025453.3025943
Publication status	Published - 2 May 2017

Keywords

Feedback
social care
health
democracy

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10.1145/3025453.3025943Licence: CC BY

Dow-et-al-2017-WhatHappensToDigitalFeedbackAccepted author manuscript, 1.64 MB
3025453.3025943Final published version, 1.77 MBLicence: CC BY

Cite this

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title = "What Happens to Digital Feedback?: Studying the Use of a Feedback Capture Platform by Care Organisations",

abstract = "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 {\textquoteleft}giving voice{\textquoteright} 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.",

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author = "Andy Dow and John Vines and Toby Lowe and Rob Comber and Rob Wilson",

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What Happens to Digital Feedback? Studying the Use of a Feedback Capture Platform by Care Organisations. / Dow, Andy; Vines, John; Lowe, Toby et al.
Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems: May 6-11, 2017, Denver, CO, USA. ed. / Gloria Mark. New York: ACM, 2017. p. 5813-5825.

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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AU - Wilson, Rob

N1 - Funding information: This research was funded through the EPSRC CDT in Digital Civics (EP/L016176/1). Data supporting this publication is openly available under an 'Open Data Commons Open Database License'. Additional metadata are available at: https://doi.org/10.17634/154300-38. Please contact Newcastle Research Data Service at [email protected] for access instructions.

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What Happens to Digital Feedback? Studying the Use of a Feedback Capture Platform by Care Organisations

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Keywords

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