Easing the wait in the emergency room: building a theory of public information systems

ABSTRACT

In this paper we discuss a real world problem encountered during recent fieldwork: that of providing information in public settings when the information has both public and private components. We draw on our ethnographic studies in the waiting area of a busy hospital Emergency department. Despite evidence that lack of information can lead to stress, problem behaviours and poor levels of satisfaction with treatment, little information was made available to patients. We review the types of information needed and propose how the theoretical concepts of public, social and private information spheres relate to public spaces such as the Emergency department waiting area. We argue how the further theoretical concept of interaction spaces may be used in conjunction with these information spheres to inform interaction design for public settings.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Theory and methods

Additional Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
      H.1.2 User/Machine Systems
          Subjects: Human factors

General Terms:
Design, Human Factors, Security, Theory

Keywords:
computer supported cooperative work (CSCW), ethnography, handheld devices and mobile computing, health care, social and legal issues, social computing and social navigation, user interface design