Systematic Selection and Prioritization of Communication Channels in the Healthcare Sector

Francisco Casaca, André Vasconcelos

2021

Abstract

Many industries are using multi-channel approaches to bring users and organizations closer. The services provided through these channels can be leveraged by using chatbots, allowing users to have simpler and more natural interactions. However, this entails designing architectures that make services available through multiple channels, while making the users’ experiences coherent, as they switch between them. Media Richness Theory introduces a way to classify the richness of communication channels, resorting to objective factors, however it does not provide a systematic channel selection and prioritization process. To address these needs, this work proposes a systematic approach to select and prioritize communication channels based on six factors: feedback, multiple cues, personal focus, language variety, accessibility and cost. To validate this approach, the systematic process is applied to three use cases in the healthcare domain.

Paper Citation

in Harvard Style

Casaca F. and Vasconcelos A. (2021). Systematic Selection and Prioritization of Communication Channels in the Healthcare Sector. In Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-509-8, pages 668-676. DOI: 10.5220/0010441706680676

in Bibtex Style

@conference{iceis21,
author={Francisco Casaca and André Vasconcelos},
title={Systematic Selection and Prioritization of Communication Channels in the Healthcare Sector},
booktitle={Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2021},
pages={668-676},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010441706680676},
isbn={978-989-758-509-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Systematic Selection and Prioritization of Communication Channels in the Healthcare Sector
SN - 978-989-758-509-8
AU - Casaca F.
AU - Vasconcelos A.
PY - 2021
SP - 668
EP - 676
DO - 10.5220/0010441706680676