Framework of Social Customer Relationship Management in E-Health Services

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.Comment: 15 pages. arXiv admin note: substantial text overlap with arXiv:1204.3689, arXiv:1203.3919, arXiv:1204.3685, arXiv:1203.4309, arXiv:1204.3691, arXiv:1203.392

A Study of Humor in Bone Regency: A Socio-pragmatic Review

The purpose of this study is to examine and describe the form, function, characteristics, and types of humor language style of Bone regency. This research was a qualitative research. The data were obtained from people in Bone regency whose conversation used the language style of humor. The data were collected by using observation and interview. The results of this study indicate that the humor language style of people in Bone regency tends to use the word excessively in expressing pleasure, anger, annoyance, and sympathy, and it serves as a tool of criticism to carry out all wishes and all the purpose of ideas or messages. In communicating, Bone people do not pay attention to forms of politeness in the language when they make sense of humor so that humor impressed a little bit impolite so that it tends to embarrass the interlocutors. It may also lower their self-esteem or injure and even sometimes insinuate

Modeling Patient Empowerment in Healthcare Organization Through Cloud Computing

Healthcare organization may not necessarily invest in IT infrastructure to serving the need for e-health system by considering rent the system and resources to keep them focus in their core of business (healthcare services). Cloud computing in healthcare service can provide flexibility in term of resources adoption and quick implementation. However, adopting cloud computing for the purpose of patient empowerment is challenging task for healthcare organization. Patients are empowered in the sense of controlling the process of interaction(s) with a healthcare organization and among patients themselves. In addition, empowerment through cloud computing enables patients to have greater role in the process of participation in managing personal healthcare, sharing healthcare issues with the authorized healthcare staffs, and engaging a mobile health that emphasises on healthcare service anywhere and anytime. This paper proposes a model of patient empowerment in e-health systems through cloud computing to enhance existing theory of empowerment in healthcare business processes. A survey has also been conducted to verify and improve the initial model and to understand the responses of patients regarding empowerment in the e-health services