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

Dow, Andy, Vines, John, Lowe, Toby, Comber, Rob and Wilson, Rob (2017) What Happens to Digital Feedback?: Studying the Use of a Feedback Capture Platform by Care Organisations. In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems: May 6-11, 2017, Denver, CO, USA. Association for Computing Machinery, New York, pp. 5813-5825. ISBN 9781450346559

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Official URL: https://doi.org/10.1145/3025453.3025943


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.

Item Type: Book Section
Additional Information: 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 rdm@ncl.ac.uk for access instructions.
Uncontrolled Keywords: Feedback; social care; health; democracy
Subjects: G400 Computer Science
G500 Information Systems
W200 Design studies
Department: Faculties > Arts, Design and Social Sciences > Design
Faculties > Business and Law > Newcastle Business School
Depositing User: John Vines
Date Deposited: 14 Mar 2017 09:22
Last Modified: 04 Jan 2022 09:15
URI: http://nrl.northumbria.ac.uk/id/eprint/30091

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