Abstract
This article proposes a conceptual model where the consumer of an information service is invisible to the service provider when using an online platform. The volume of information is increasing at an alarming rate and with the trend towards self-management of one’s own health it is possible for people to seek information relevant to their needs. Without understanding the situation that causes the information need and how the information user as a cognitive actor makes sense of this need, the process of seeking information and how value is created towards an information goal, the provision of relevant quality information remains complex. An added complexity is the use of online platforms to facilitate the information service where users now interact with technology, information and humans through the platform. An existing online service provider, typical of a volunteer-based organisation in an underserved context, is used as the case. The article presents how the service provider uses the data generated by the system to understand the invisible user. The proposed conceptual model is derived from related literature and is used to present the empirical case.
Highlights
In the digital world, information is continuously being produced, used and shared
The importance of knowing the information seeker and understanding their circumstances and information behaviours is confirmed by the literature, it was not possible to engage with actual invisible user (IU) as they use the service anonymously
The fact that the users are invisible to the service provider is a major challenge, as the service is built on providing the consumers with anonymous access
Summary
There is a gap between data and value creation (Lim et al 2018). The large volume of data available provides opportunities for value creation through data use. There is insufficient research describing the mechanisms to manage and utilise available data enabled by technology to create value in a service Young people generally are healthy, many are concerned about their mental health, substance abuse and well-being (Tao et al 2017). Agosto (2019) indicates that more research is needed to understand the information behaviour and health communication practices of young people from their own perspective. Young people generally are healthy, many are concerned about their mental health, substance abuse and well-being (Tao et al 2017). Agosto (2019) indicates that more research is needed to understand the information behaviour and health communication practices of young people from their own perspective. Tao et al (2017) state that not enough is known about how young people perceive the quality of health information on health-related platforms
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
