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Communication problems between end-users and technicians through a Help Desk in a Health Information System
Gabriela Garcia, Agustina Bertoia, Leonel Cameselle, Sonia Benitez, Diego Giunta, Analía Baum, Fernán Gonzalez Bernaldo de Quiros
985
10.3233/978-1-61499-564-7-985
Studies in Health Technology and Informatics
Volume 216: MEDINFO 2015: eHealth-enabled Health
Abstract

Communication between users and technicians is crucial for improving Help Desk performance. The objective of this study is to know and understand perceptions, and needs of users and help desk technicians. A qualitative study based on interviews was performed. The emergent topics were communication, workload and misperceptions between end-users and technicians. There are false perceptions between them that affect their interaction and work dynamics.

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