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International Journal for Quality in Health Care 14:139-147 (2002)
© 2002 International Society for Quality in Health Care

Developing standards of care: a tale of two panels

DAVID M. BOAN

Vice President for Information Technology, Delmarva Foundation for Medical Care, Easton, MD, USA
Address reprint requests to David Boan, Vice President for Information Technology, Delmarva Foundation for Medical Care, Easton, MD 21601, USA. E-mail: dboan{at}dfmc.org

Objective. How will a group of experts convened to develop standards of care communicate in meaningfully different ways when interacting online in contrast to traditional face-to-face meetings. Furthermore, does online interaction facilitate discussion among participants from diverse cultural backgrounds and at what cost?

Design. A project to develop standards of care for deaf and hard of hearing adults used two panels of experts operating in two different formats: online and face-to-face. One panel interacted via an online system while the other met in a daylong face-to-face conference. As one component of the project, we tracked the interactions of these two groups in order to describe and contrast their group processes.

Study participants. The subjects were volunteer experts in hearing impairment and health care, from organizations across the United States. They were a geographically diverse group with widely varying communication needs. We applied two different systems for facilitating communication among culturally diverse participants, and assessed interaction and satisfaction.

Main outcome measures. Data were collected on the two groups on the pattern of interactions, satisfaction with the process, and satisfaction with outcomes.

Results. The results showed a high level of user satisfaction with both process and outcomes, and provide data for a description of the source of user satisfaction and the management of the groups.

Conclusion. Online interaction offers unique advantages but poses unique management requirements for success.

Keywords: collaboration, computer-mediated communication, expert panel


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