Integrating collaborative troubleshooting and wiki based. healthcare organizations
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- Emil Gilbert
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1 Integrating collaborative troubleshooting and wiki based system to support training in healthcare organizations Università di Genova Med e tel e 2009 Luxemburg, 1 3 April 2009 Margherita Gervasoni e Telematica
2 ICT state of art in e health in Italy Backwarded position pertain to e health Software application manages patient from check in to discharge Lack of integration with communication tools to cope with either training/supporting activities and troubleshooting tasks 2
3 Training actions related to Knowledge and use of new procedures or new working tools Supporting actions to consolidate the knowledge of employees in knowing and managing procedures or in using tools 3
4 What about a call center? It isn t a suitable solution for a complex organizations because it leads to solve problems without strucuturing and sharing the knowledge It doesn t allow any increase and reaching selfsufficiency cy for users s It is necessary a software application able to manage troubleshooting! 4
5 Our idea Use a ticketing system in troubleshooting + Creation of a collaborative system: at every help request il will be connected the own solution and make it available to users + Join FAQ, wiki tool and microblogging 5
6 Scenario? TROUBLESHOOTING TICKETING SYSTEM 6
7 Scenario Luxemburg1 3 April
8 Scenario TROUBLESHOOTING TICKETING SYSTEM 8
9 FAQ Allow having a complete view of all necessary information about a precise subject 9
10 Wiki tool We can recover the social feature of web 2.0 and we contribute to increase a collaborative and vital working environment We can reach transarency in production information processes, insertion and dupdating of information o and collaboration increasing know how 10
11 Microblogging Allow finding the most expert person in solving problem. Informusers about development and evolution of procedures and working system. 11
12 Conclusion This kind of instruments are available to every users Represent a structured and shared shape of knowledge Contribute to growth and sharing know how 12
13 Thank you g g 13
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