Purpose

This study aims to investigate the role of information normalization in online healthcare consultation, a typical complex human-to-human communication requiring both effectiveness and efficiency. The globalization and digitization trend calls for high-quality information, and normalization is considered an effective method for improving information quality. Meanwhile, some researchers argued that excessive normalization (standardized answers) may be perceived as impersonal, repetitive, and cold. Thus, it is not appreciated for human-to-human communication, for instance, when patients are anxious about their health condition (e.g. with high-risk disease) in online healthcare consultation. Therefore, the role of information normalization in human communication is worthy to be explored.

Design/methodology/approach

Data were collected from one of the largest online healthcare consultation platforms (Dxy.com). This study expanded the existing information quality model by introducing information normalization as a new dimension. Information normalization was assessed using medical templates, extracted through natural language processing methods such as Bidirectional Encoder Representations from Transformers (BERT) and Latent Dirichlet Allocation (LDA). Patient decision-making behaviors, namely, consultant selection and satisfaction, were chosen to evaluate communication performance.

Findings

The results confirmed the positive impact of information normalization on communication performance. Additionally, a negative moderating effect of disease risk on the relationship between information normalization and patient decision-making was identified. Furthermore, the study demonstrated that information normalization can be enhanced through experiential learning.

Originality/value

These findings highlighted the significance of information normalization in online healthcare communication and extended the existing information quality model. It also facilitated patient decision-making on online healthcare platforms by providing a comprehensive information quality measurement. In addition, the moderating effects indicated the contradiction between informational support and emotional support, enriching the social support theory.

中文翻译：

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信息规范化对网络交流有帮助吗？来自在线医疗咨询的证据

 目的

本研究旨在探讨信息标准化在在线医疗咨询中的作用，在线医疗咨询是一种典型的复杂的人与人沟通，需要有效性和效率。全球化和数字化趋势呼唤高质量的信息，标准化被认为是提高信息质量的有效方法。与此同时，一些研究人员认为，过度标准化（标准化答案）可能会被认为是缺乏人情味、重复性和冷漠的。因此，当患者在在线医疗咨询中对自己的健康状况（例如患有高危疾病）感到焦虑时，人与人之间的沟通就不受重视。因此，信息规范化在人类交流中的作用值得探讨。

设计/方法论/途径

数据是从最大的在线医疗咨询平台之一（Dxy.com）收集的。本研究通过引入信息规范化作为新的维度来扩展现有的信息质量模型。使用医学模板评估信息标准化，这些模板通过自然语言处理方法提取，例如来自 Transformers 的双向编码器表示 (BERT) 和潜在狄利克雷分配 (LDA)。选择患者的决策行为，即顾问选择和满意度来评估沟通绩效。

 发现

结果证实了信息标准化对通信性能的积极影响。此外，还发现疾病风险对信息正常化和患者决策之间的关系具有负调节作用。此外，该研究表明，可以通过体验式学习来增强信息规范化。

 原创性/价值

这些发现强调了信息规范化在在线医疗保健通信中的重要性，并扩展了现有的信息质量模型。它还通过提供全面的信息质量测量，促进在线医疗平台上的患者决策。此外，调节效应揭示了信息支持与情感支持之间的矛盾，丰富了社会支持理论。