Non use of health information kiosks examined in an information needs context

Abstract

Whilst great emphasis has rightly been placed on the increased availability and use of health information, little research has been undertaken into the non use of such material, particularly with regard to electronic sources. Computer transactional log data from health information touch screen kiosks, collected as part of an ongoing Department of Health-funded study being carried out by City University, showed that females in the 55-74 age group were particularly under-represented as users. To explore reasons for this, in-depth interviews were carried out with 13 non-kiosk-using, primary-care out-patients fitting this profile, at a surgery which had a kiosk that was being monitored. Subjects were interviewed at length about their information needs and information-seeking behaviour, to determine reasons (if any) they might have had for non-kiosk use. The study utilized an interview schedule and technique loosely based on the 'Sense-Making' methodology of Brenda Dervin (Talk Presented at the International Communication Association Annual Meeting, May 1983, Dallas, Texas, USA. Available from: http://communicationsbsohio-stateedu/sense-making/art/artdervin83html.). Findings elicited many factors accounting for non use of the system. The first and major source of information remained the doctor, with written or other sources only being consulted where recommended or provided. There was evidence that patients wanted little more than the minimum information or instructions required to deal with their condition. Many appeared unaware of the presence of the kiosk and others assumed either that it was not for patient use or that it would not serve their needs. The methodology proved itself, with certain caveats, to be an appropriate vehicle for this kind of exploratory work.

Factors that influence public engagement with eHealth: A literature review

“…living with cancer. Williams et al [22], found value also in direct person-to-person communication in their study of touch screen health information kiosks. For the people involved, the first and major source of information was the doctor; other sources were consulted when recommended or provided.…”

“…This includes interest in one's own health, openness to experience or a belief that information can make a difference to health. In-depth interviews were undertaken with 13 female patients, aged 55-74, attending a GP surgery in Musselburgh, Scotland over two consecutive days, regarding the provision of touch screen health information kiosks within the surgery [22]. Williams et al noted that participants lacked curiosity to use the kiosk,…”

“…Participants in the study by Glenton et al [33] to evaluate research-based information questioned: a) the credibility of research; and b) its applicability to them as individuals. Clarity of purpose was also found lacking in the touch-screen health information kiosk study by Williams et al [22]. Participants in the Glenton et al [33] study suspected a bias towards orthodoxy (and they expressed frustration over the effectiveness of treatments presented) and a mistrust of the health care 'establishment'.…”

Understanding the information behaviours of carers of people with dementia: A critical review of models from information science

“…Several studies have focused on its application to studies of health information. Williams et al (2003) employed the Sense-Making framework to explore the information needs and behaviours of female patients when visiting their GP.. and found few information needs reported by the participants. Often these were dealt with by avoidance, or relying on the instructions given by the doctor.…”

Accessibility and Use of Touchscreens by Black and Ethnic Minority Groups in the Three Cities Project

“…In other locations, it is possible that people either felt inhibited in using the kiosk or they did not have time to browse, as the purpose of their visit was not to seek information, such as when attending the Asian Women's Project. Such reasons are among those reported by Williams et al (2003) in their survey of non-touchscreen users.…”