RESOURCES

This page will contain the list of resources useful for preparation and participation in RE Cares 2024. These resources are determined by the emerging need of the application we will be working on. As they are determined, they will be documented below.

Before RE Cares

During RE Cares

Here are the requirements we elicited on Monday, June 24th:

App idea #1 – Office Management

Roles: Manager

Specialist

Teachers

Chairman business vs counseling (sub dimensions)

Activities: phone calls

Emails (passed to others, history may be relevant) – these can be in different languages (English, Icelandic)

Office visits

Social media

Requests: also visiting students

Report: daily capture

Several excel sheets (each office employee has one)

Combined by manager

Per month, per year

Connection:

To other societies (e.g., dyslexia)

Ideas:

Chatbot for answering, standard reply

Keep track of data in emails/phone call

Internal track who replied to whom

Wiki or internal knowledge

Dropdown menus for categories

Trading of communication

Dashboard, status of emails

Questions from the group

Who reads the data, how often, and for what:

They use the data to make reports to help them get money for running their operation as well as reporting to the Government who gives them money – so in the spring

Might you take action based on the data? Suppose the data shows that you have many walk -ins, would you hire more office employees?

Have you thought of using this information for advertising, on your website you could promote what you are doing

They have interviews on TV or radio sometimes and use

Do you use AI on Facebook or email now to automatically answer? Like a chatbot? No they do not

Perhaps a chatbot is a risk for responding to this population

Do you keep track of all the data you get in the email messages and such? Not really

A balance of privacy and continuity – if you asked a question and got an answer, then email again later you might not get the same person again six weeks later

They have to meet privacy requirements

They do not require any official proof of a diagnosis in order to register for courses

Often they will FB message you and then you go back to see what all the emails they sent you…. So he likes it as if it is having a “fresh” thread talking with the person

Should a solution differ based on children with ADHD versus older people or senior citizens with ADHD? Yes

Do you assume that the people contacting you are fluent in Icelandic? No, they are not, many will be fluent in Icelandic and English but not all – some people need to have things in their own language

Is your staff multi-lingual? Icelandic, English, and Scandinavian

Get many requests from visiting students to the University

Do the outlets track their activities? No they do not They pay for everything at the outlets though

Just tracking calls and emails etc. for outsiders

How do you communicate inside the office? The have all the Office s/w, they also use Facebook messenger

They like lightweight with dropdown to fill out a form, not type in a lot of information

App Idea #2 Course Management

Roles: office staff

Course: 40 courses per year (instances, some may run a few days)

Information

cooperative

experience

sharing

~55% Presence – adult, also specialized for women (individuals; teachers (school), kindergarten)

Kids (communication only with parents, consent forms necessary! Restricted information) – individuals, parents

~30% online - privacy, intimacy important

~25% hybrid – e.g., lecturers

Future: talking groups (organized by participants supported by office staff)

Lecturers: Have 20-25 course teachers also advice to lecturers

Participants: minimum of 12, 12-20, might have 200 if they do a school municipality, average around 18 individuals; these folks are easily distracted, fidget

Activities: Planning (resources) – plan 2 semesters ahead, excel, paper (detailed/course plan)

Excel sheets

Scattered on

several places

Schedule, personnel, website

Publish reminders (targeting difficult, not too much work)

Languages (English, Polish)

Registration (fee, reminders (no data captured yet), often by phone) excel, creates email, monitored (e.g., cancel)

Course execution (handout, discussion group at Facebook) – the groups are by course, past course, monitored for problems, not involved lecturers (parents group Fall 2020, for example)

Course follow-up (feedback from participants also lecturers)

Attendance (from lecturer), excel

Ideas: effective way to give reminders (to attendees and lecturers)

Better structure for Facebook groups

Follow up questions to lecturers

Better structure for course management (where to find excels, distribute work)

Monitor progress of participants

Better integration of the registry/ database? Security! Encryption needed, costs money, legislation

Questions

Do you monitor each discussion for each group? No

Who does the activities? The lecturers do not do the reminders or such, that is done by the office personnel

The lecturers just give the course, do they give information on how many people actually attended? Yes

Do you have a way to contact participants in a month or six month from then to see if the techniques have helped them? Yes, we have a basic questionnaire

What is the relationship between idea #1 and idea #2? The same person at the office would talk to them – what about the person calling in? They could be a person who asks a question and finds out about a course ad then registers for it

Do you have to track the national ID? Social security? It may be required for them to send an invoice to the person – in Iceland it is almost a form of habit to give the national ID, that does not sound to be a problem, but when you get the name the email and such together it can be a problem

Going back to how the 2 are interconnecting – number 1 is a product of failure of product 2, so when u get an inquiry through the phone, when someone is registered for a course, you need to know how much catering should I get for a course; so fixing 2 is going to help with 1 also;

A course for couples is providing us sometimes a pattern of issues that others face, so leading us to a better way of documenting (not people’s personal lives) but what is discussed in terms of what their needs are. I spend roughly 5-6 hrs on the phone with someone, but that conversation ….. I will take notes

Do you have online chat groups or talking groups? No, but they have talked about this

Does data you collect constitute an ethical problem? We are bordering on that

Here are the flip chart drawings we made during Design Thinking exercises: