E-service and Knowledge Formation : the Use of a Web-based E-Messaging System in HealthCare

This article offers a perspective where the use of an administrative e-messaging system is viewed as sparking knowledge formation that may have little resemblance to the task the designer intended the system to support and knowledge processes that go far beyond instrumental results of an e-messaging system. Whereas previous studies concentrate on the content of the communication and how that content is interpreted and given new and different meaning, we focus on the knowledge developed on the basis of the communication situation and the use of the e-messaging service. Based on a study of a web-based application in the Stockholm County Council, we illustrate how the patients’ use of the system spurs development of notions of e-service quality, the organisation of

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