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Lookup NU author(s): Andrew Dow, Professor John Vines, Dr Toby Lowe, Dr Robert Comber, Professor Rob WilsonORCiD
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
In this paper we report on a four-month long field trial ofThoughtCloud, a feedback collection platform that allowspeople to leave ratings and audio or video responses tosimple prompts. ThoughtCloud was trialled with fourorganisations providing care services for people withdisabilities. We conducted interviews with staff andvolunteers that used ThoughtCloud before, during and afterits deployment, and workshops with service users and staff.While the collection of feedback was high, only oneorganisation regularly reviewed and responded to collectedopinions. Furthermore, tensions arose around data accessand sharing, and the mismatch of values between ‘givingvoice’ and the capacity for staff to engage in feedbackpractices. We contribute insights into the challenges facedin using novel technologies in resource constrainedorganisations, and discuss opportunities for designs thatgive greater agency to service users to engage those thatcare for them in reflecting and responding to their opinions.
Author(s): Dow A, Vines J, Lowe T, Comber R, Wilson R
Publication type: Conference Proceedings (inc. Abstract)
Publication status: Published
Conference Name: ACM SIGCHI (CHI) 2017
Year of Conference: 2017
Pages: 5813-5825
Online publication date: 02/05/2017
Acceptance date: 18/01/2017
Date deposited: 12/06/2017
Publisher: ACM
URL: https://doi.org/10.1145/3025453.3025943
DOI: 10.1145/3025453.3025943
Data Access Statement: http://dx.doi.org/10.17634/154300-38
Library holdings: Search Newcastle University Library for this item
Sponsor(s): SIGCHI ACM Special Interest Group on Computer-Human Interaction
ISBN: 9781450346559