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| Spiral and Linear: Interaction Patterns between User and Doctors on an Online Health Platform |
| Li Yuelin1,2, Zhang Jianwei1,2, Zhang Hua1 |
1.Department of Information Resources Management, Business School, Nankai University, Tianjin 300071
2.Research Center for Information Behavior, Nankai University, Tianjin 300071 |
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Abstract With the development of the Internet, patients (or patients’ agents, called “users” in this study) seek medical information or treatment suggestions by interacting with doctors through online health platforms or systems. This study concerns effective improvements to user-doctor interactions in a virtual environment in the absence of face-to-face communication and attempts to identify interaction patterns and features. For that reason, 1017 sets of user-doctor conversations were collected from “Doctor Chunyu” by a data crawler. Open coding and conversation analysis were used to analyze the data. This study identifies two interaction patterns, spiral and linear patterns, and develops a theoretical model for each pattern. In addition, the result indicates that the degree of clarification of the initial description of symptoms at the beginning of a conversation is a key factor that affects interaction efficiency between users and doctors. This study helps us understand how to improve the interaction efficiency between users and doctors on online health platforms, optimize user interaction design, and provide empirical evidence for future research on online intelligent interactive health platforms.
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Received: 28 January 2020
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