Tang, D.L.  (2012). Towards Optimal Management of Health Information Users’ Feedback: The Case of the Canadian Pharmacists Association (PhD thesis). McGill Family Medicine Studies Online, 07: e05.    Archived by WebCite^®    at http://www.webcitation.org/6A5iBUhLU.

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Abstract

There is increasing attention to information users‘ feedback comments as
they can be used to improve information resources. In contexts where
information resources are rich in knowledge, optimal user feedback
management is crucial for the information provider to make sure that
users‘ information needs are met.
In this dissertation, I worked with the Canadian Pharmacists Association
(CPhA), which regularly uses health professionals‘ feedback to improve
its publications. The CPhA wants an appropriate process to enable user
feedback management in an effective and efficient manner. Thus, the
present research addresses the overarching question ―How can user
feedback management be optimized for the CPhA?‖
The problem of how to optimize the management of user feedback was
conceptualized in three parts: (1) the feedback comments, (2) the feedback
management process, and (3) the factors affecting the development and
implementation of optimal user feedback management in the
organizational setting. The conceptual framework is derived from
information studies, management science and organizational studies.
A participatory action research approach was taken to conduct an
organizational case study, using qualitative methods such as interview,
observation, and document analysis.
Research findings provide empirical evidence revealing four types of
value of pharmacists‘ feedback comments to the CPhA, nine key issues in
its user feedback management process, and twenty six factors affecting the
innovation of user feedback management. Main contributions of this
dissertation are as follows: this study empirically examined the usefulness
of user feedback comments based on a value perspective in philosophy;
two conceptual frameworks were proposed and demonstrated as relevant
to studying information use and the related innovation in an
organizational setting; and lessons have been learned from a
comprehensive examination of the factors that affect innovation processes
related to organizational information use.