Accepted for/Published in: Journal of Medical Internet Research
Date Submitted: Nov 24, 2019
Date Accepted: Jul 27, 2021
What do injured workers with complex claims look for in online communities? A netnographic analysis.
ABSTRACT
Background:
Improved understanding of social constructs around injury may help insurance case managers to understand how best to support people after injury.
Objective:
This study sought to explore why people who sustain work-related injuries participate in online communities. The study highlights potential areas for improvement of insurance case management practice
Methods:
An observational netnographic analysis was undertaken on anonymous, publicly available messages posted on Australian forum message boards. All research data were drawn from anonymous, online communities. A person (author SM) with experience of making a claim through an Australian worker’s compensation system and online engagement was involved in study conception, design and analysis. Data were analysed using NVivo12 (QSR International) in an iterative, multi-stage process including coding, journaling and member checking. 141 people were engaged in discussion across 47 threads housed on four Australian forums.
Results:
The findings from this study suggest injured workers use online communities to help make decisions, get support and solve problems. The key motivators for action and engagement were seeking information, connection or justice. Establishment of relationships was a key mediator of each of these parameters.
Conclusions:
Some work-related injury may involve medical and medico-legal complexity, changed lifestyle and routine during convalescence and recovery. The mechanism used by some injured workers to seek information and problem solve suggests a capacity for self-management and self-care after work-related injury. Netnography provides information on a community who may not regularly engage with research because of the complexity of their situation and their vulnerability. Clinical Trial: N/A
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