Work, knowledge and argument in specialist consultations: Incorporating tacit knowledge into system design and development

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Abstract
To understand how video telephone technology could support consultations between pathologists and surgeons, this study looked at what constitutes ‘work’ in clinical consultations. Using several methods (participant observation, video and interviews), we found pathologists and surgeons both share and do not share similar understandings of what a consultation is, what one should achieve in a consultation, and what in fact constitutes a ‘successful’ consultation. Furthermore, the same objects of consultation (the products of ‘offstage’ work) can be used and defined quite differently depending on how a consultation is framed. Differences and disjunctions like these have to be better understood if computer-supported cooperative healthcare work (CSCHW) applications are to be adopted and accepted.