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A Worker-Driven Common Information Space: Interventions into a Digital Future

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Abstract

This paper empirically investigates a Common Information Space (CIS) established by medical secretaries so they could support each other during their workplace’s transition to a new comprehensive electronic health record, called the Healthcare Platform (HP). With the new system, the secretaries were expected to become partially obsolete, as doctors were to take on a significant load of the clerical work, such as documenting and coding. To handle their changing work situation, the medical secretaries set up an online support group in parallel to, but independent from, the official implementation support organization. The paper’s contribution is a characterization of the support group as a common information space (CIS), and analysis of the specific qualities of a worker-driven CIS as a forum for 1) articulation work required for re-grounding changing tasks and responsibilities, 2) archiving discussions (posts) and guidelines to further their collective interpretation, and 3) creating a space independent of management for employees to work out their new role in an organization in a situation of transition and change.

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Notes

  1. Medical secretaries also work in the private practices of medical practitioners, but in this paper we only deal with the ones employed at hospitals.

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Acknowledgments

We would like to direct a particular thank you to the medical secretaries of the Support Group who allowed us to follow their daily interactions – as well as the practitioners who participated in interviews. We would also like to thank colleagues Geraldine Fitzpatrick, Jørgen P. Bansler, Kjeld Schmidt, and others in the CompArt research project who discussed with us the early draft of this paper - as well as Pernille Bjørn, Jakob Grue Simonsen, and Aske Mottelson. This research was supported by the Velux Foundations award number 33295 and conducted as part of the Computational Artefact (CompArt) research project.

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  1. University of Copenhagen, Copenhagen, Denmark

    Naja Holten Møller & Maren Gausdal Eriksen

  2. Aarhus University, Aarhus, Denmark

    Claus Bossen

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Correspondence to Naja Holten Møller.

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Møller, N.H., Eriksen, M.G. & Bossen, C. A Worker-Driven Common Information Space: Interventions into a Digital Future. Comput Supported Coop Work 29, 497–531 (2020). https://doi.org/10.1007/s10606-020-09379-9

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