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首页> 外文期刊>Journal of the American Society for Information Science and Technology >Designing Sustainable Online Support: Examining the Effects of Design Change in 49 Online Health Support Communities
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Designing Sustainable Online Support: Examining the Effects of Design Change in 49 Online Health Support Communities

机译：设计可持续的在线支持：检查49个在线健康支持社区中设计变更的影响

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This research makes a major contribution to our understanding of the relationship between the design and stability of sociotechnical systems by showing how WebMD, a popular place for individuals to exchange social support about a variety of health conditions, maintained-or failed to maintain-its constituent set of rich and engaged communities in the face of a design change in 2010. Understanding the impact of this design change provides a key opportunity to examine the complex interrelationship between community participation, structure, and a site's design affordances. In an era where increasing amounts of data and a renewed interest in AI are beginning to take center stage in the race to advance medical care, the simple and powerful activity of people helping people is often neglected. Yet, it is increasingly relevant. As individuals age and become less mobile, direct social support becomes less available, but the population of technologically savvy individuals will continue to grow. Online support platforms may be able to cheaply and effectively address the support needs of large numbers of people in ways improved algorithms and existing healthcare infrastructures cannot. They have the potential to make an appreciable difference in the lives of the people who use them. Yet, few studies have focused on how the design of these sites impacts the exchange of social support or the health of the communities themselves. Against this backdrop, we see an urgent need to build advanced, sustainable systems that effectively balance the needs for high quality information, emotional support, and companionship. As we have seen, these systems are complex and dynamic as well as being prone to well-intentioned design innovations capable of unintended destruction. We believe the case of WebMD helps to identify a gap in existing design methodologies. Traditional design processes (e.g., user-centered design, value-centered design) focus on the needs of individuals, but often fail to consider the complex adaptive sociotechnical system many such interacting individuals create. In such venues, systemic factors will influence not only how well individuals' needs are met, but also will determine the ultimate stability of the system in the long term. Acknowledging many remaining gaps in our knowledge, the insights articulated in this paper lead us to propose the importance of future research on the use of modeling as a strategic tool for developing sustainable sociotechnical platforms in the future. In the case of online support, models would allow designers to estimate how large a core must be to sustain a periphery of a given size or buffer the inevitable loss of core members. Perhaps more importantly, a model enables us to explore other configurations that might also be stable and have desirable properties. Finally, the development of such a representation brings additional research questions into focus that simply cannot be answered satisfactorily given available data, which would help initiate a virtuous cycle of modeling, research, and design to arrive at more innovative, sustainable online support systems. The work presented here helps point the way to advancing the science and art of designing sustainable systems for social support.
机译：这项研究通过显示WebMD（个人可以就各种健康状况交换社会支持的热门场所）如何维持或未能维持其组成部分，对我们对社会技术系统的设计与稳定性之间的关系的理解做出了重大贡献。面临着2010年的设计变更的一组富裕且参与度高的社区。了解此设计变更的影响提供了一个重要的机会，可以研究社区参与，结构和站点的设计能力之间的复杂相互关系。在一个不断增长的数据量和对AI重新产生兴趣的时代已开始成为推动医疗保健竞赛的焦点，人们常常忽略了帮助人们的简单而有效的活动。但是，它越来越重要。随着个人年龄的增长和流动性的降低，直接的社会支持也变得越来越少，但是精通技术的人的数量将继续增长。在线支持平台可能能够以改进的算法和现有医疗保健基础设施无法实现的方式，廉价有效地满足大量人群的支持需求。它们有可能在使用它们的人们的生活中产生重大变化。但是，很少有研究关注这些站点的设计如何影响社会支持的交换或社区本身的健康。在这种背景下，我们迫切需要建立先进的，可持续的系统，以有效平衡对高质量信息，情感支持和陪伴的需求。如我们所见，这些系统是复杂且动态的，并且易于进行意想不到的破坏性设计创新。我们认为WebMD的案例有助于发现现有设计方法中的空白。传统的设计流程（例如，以用户为中心的设计，以价值为中心的设计）着重于个人的需求，但往往无法考虑许多此类相互影响的个人创建的复杂的自适应社会技术系统。在这样的场所，系统性因素不仅会影响个人需求的满足程度，而且还将决定系统的长期稳定性。认识到我们知识上尚存的许多空白，本文阐述的见解使我们提出了将模型用作未来开发可持续性社会技术平台的战略工具的未来研究的重要性。在在线支持的情况下，模型将使设计人员能够估计核心必须多大才能维持给定大小的外围或缓冲核心成员不可避免的损失。也许更重要的是，模型使我们能够探索可能也是稳定的并具有所需属性的其他配置。最后，这种表示形式的发展使其他研究问题成为焦点，而这些问题根本无法在可用数据的情况下得到令人满意的回答，这将有助于启动建模，研究和设计的良性循环，从而获得更具创新性，可持续发展的在线支持系统。这里介绍的工作有助于指出发展设计社会支持可持续系统的科学和艺术的方法。

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