Enhancing Asynchronous Internet Communication with Information Technology
I researched this topic for a Consumer Health Information class at OHSU. I think the paper turned out well and could use a wider audience. I tried to come from my experience of using various tools to manage customer service email.
From the Abstract:
Online patient / provider communication has a number of barriers, but also a wealth of opportunities. After a brief background, the majority of the paper concerns three important information technology tools that enhance Internet asynchronous communication between patient and provider: Content Management- the use of predetermined content. Message Flow Management- the use of message routing systems. Quality Management- the use of quality matrices and reports.