Computers Make Mumbling Doctors Worse, Good Doctors Better
By M.L. Baker
July 12, 2005

A quick interesting article about a study on the use of computers in exam rooms by doctors. It found the computer is used slightly differently by good communicators and bad communicators. Those doctors who were skilled communicators used the computer as an educational tool, showing patients lab results or drug information. Doctors who were poor communicators did not use at as an educational tool but more as a glorified notebook. They focused primarily on the computer instead of the patient, and "seemed confused if a patient described a reason for a visit that differed from that on the computer screen. "

Another interesting revelation was the location of the computer. Those in IT would put the computer connection drops in the corner of the exam room. That meant the doctor would have his back to the patient. Obviously this makes the physician patient relationship already strained. How would like to be talking to somebody's back the whole time.

It will be interesting to read the whole study when it appears in the August issue of the Journal of General Internal Medicine (subscription required).

Let's not pick only on the doctors. Let's take the ideas in the article and apply them to our libraries.

Where are your data connection drops?
The drop in my office is in the back wall of my office, so I would have to sit with my back to the door of my office. Not only did people scare the bejezes out of me when they quietly entered my office while I was typing, but it also made me look completely unapproachable and uninterested. One of the first things I did when I started my job was do some major re-arranging and getting longer computer cables to move my computer was a priority.

Are you "hiding" behind your giant computer screen while on the reference desk?
Let's face it, a lot of reference desks really weren't made for the ,ultiple electronic things we have now days. So your computer plus its monitor are sitting right on top of the desk, making very easy for you to be hidden and appear unapproachable to patrons. Think about getting a flat screen, moving the cpu underneath your desk or off to the side. Play patron, go to the other side of your reference desk (while somebody sits behind it) and look at it from your patron's point of view.

Do you use the computer as teaching tool or as glorified info box?
I often turn my screen around so the user can see what I am referencing. If it is going to be a long search that will require some patron librarian interaction, I often invite the patron to sit behind the desk next to me while we work on the research together.

We all could stand to learn a few good tips on how to communicate better with our patrons while using computers.