Simulating information exchanges to investigate the utility of public health web sites

Purpose - The purpose of this paper is to present research into the area of internet support for professional-public communication through a deeper understanding of the role that a web site can provide in meeting the information needs of critically ill patients in intensive care units (ICUs). The communication between clinicians and members of the patient's family in the stressful ICU is modelled to give an integrated view of the situation and thereby allow for the incorporation of the views of all stakeholders on how the internet can meet this communication need. Design/methodology/approach - The paper takes a broad, holistic, systemic approach that integrates the latest information and communications technology tools and processes with rich qualitative data from all stakeholder groups. The data are interpreted through the use of system dynamic modelling to visually conceptualise information flows and communication between clinicians and family members of patients. Findings - The paper conceptualises, visualises and simulates the communication that takes place in complex stressful settings, such as, in ICUs thereby increasing the understanding of web-support for professional-public communication in the complex area of healthcare. Research limitations/implications - The broad approach of the paper has sacrificed, detailed and in depth analysis of all aspects of this issue which would require a much more extensive study. Practical implications - The results have been of practical value to those developing a particular ICU web site and thus could inform others. Originality/value - In addition to the findings, this paper is innovative in the way systems dynamics is used to model information flows. The results demonstrate the value of this technique for visualising and manipulating entire systems of this kind.