Chapter 8

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Mobile Workers in a Hospital: Challenges for Microcoordination and BYOD

Hospitals are busy places, and healthcare professionals like nurses and physicians are literally always on the move.  These mobile workers have challenging communication needs because they shift from being with patients and collaborating with peers, to dictating and entering patient data into electronic healthcare records.  As if being mobile and have many communication partners weren’t enough, these workers also have to worry about patient privacy and their high-stakes decisions.  Here I share a study of a hospital implementing a permissive BYOD policy and a mobile text-messaging app.  I find that it’s hard to develop trust when teams are constantly changing, something essential for successful mobile text messaging.  Their devices serve to reinforce job-role status and hierarchy differences.  Finally, some people don’t want to combine their private and work conversations on a personal mobile device, the stakes being simply too high.  Control still exists at multiple levels in this organization, even though they encourage mobile use.

Changing communities by capitalizing on research in communication technologies.