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Understanding Users’ Collective Voice in Public Service Innovation
Author(s) -
Hennala Lea,
Melkas Helinä
Publication year - 2016
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/kpm.1498
Subject(s) - identification (biology) , service (business) , collective intelligence , computer science , originality , process (computing) , knowledge management , value (mathematics) , business , sociology , marketing , qualitative research , social science , botany , machine learning , biology , operating system
Purpose— The study focuses on user‐driven service innovation in the public sector. The objective is to discover how individual service users' ideas may be transformed into a collective voice and to parse the collective voice into discrete elements. Approach— A novel framework of analysis is presented, and five elements of the collective voice are identified. Findings and implications— Identification of the elements enables more future‐oriented and effective management of the collective voice and its organised use. The elements provide developers with information about the users' needs and views and constitute a structure for the collective voice, enabling developers to better understand and address voice in practical activities. Originality and value— The research results increase scientific and practical understanding of collective voice in user‐based service innovation and advance user‐driven innovation methods. Users' ideas are the raw material, but collecting and reviewing them is not sufficient; it is vital to deepen the process further, structure the individual ideas and compile the collective voice. Copyright © 2016 John Wiley & Sons, Ltd.