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The purpose of this paper is to investigate the process and impact of patient involvement in locally defined improvement projects in two hospital clinics. The paper particularly aims to examine how patient narratives, in the form of diaries and radio montage, help to create new insights into patient experience for healthcare professionals, and support professionals’ enrolment and mobilisation in innovation projects.

Two case studies were undertaken. These drew upon qualitative interviews with staff and participant observation during innovation workshops. Patient diaries and a recorded montage of patient voices were also collected.

The findings illuminate translation processes in healthcare innovation and the emergence of meaning making process for staff through the active use of patient narratives. The paper highlights the critical role of meaning making as an enabler of patient-centred change processes in healthcare via: local clinic mangers defining problems and ideas; collecting and sharing patient narratives in innovation workshops; and healthcare professionals’ interpretation of patient narratives supporting new insights into patient experience.

This study demonstrates how healthcare professionals’ meaning making can be supported by articulating, constructing, listening and interpreting patient narratives. The two cases demonstrate how patient narratives serve as reflective devices for healthcare professionals.

This study presents a novel demonstration of the importance of patient narratives for translating healthcare innovation in a clinical practice setting.

As the consumer experience literature broadens in scope – specifically, from dyads to ecosystems and from provider-centric to consumer-centric perspective – traditional data collection methods are no longer adequate. In that context, the paper aims to discuss three little-used data collection methods that can contribute to this broader view of consumer experience.

The paper identifies methodological requirements for exploring the broadened view of consumer experience and reviews data collection methods currently in use.

The paper elaborates tailored guidelines for the study of consumer experience through first-hand, systemic and processual perspectives for three promising and currently underused data collection methods: phenomenological interviews, event-based approaches and diary methods.

Although the list of identified methods is not exhaustive, the methods and guidelines discussed here can be used to advance empirical investigation of consumer experience as more broadly understood.

Practitioners can apply these methods to gain a more complete view of consumers’ experiences and so offer value propositions compatible with those consumers’ lifeworlds.

The paper principally contributes to the literature in two ways: by defining the methodological requirements for investigating consumer experience from consumer-centric, systemic and processual perspectives, and by specifying a set of data collection methods that meet these requirements, along with tailored guidelines for their use.

The purpose of this paper is to highlight the importance and utility of introspective accounts to ethnography when it deals with consumption experiences.

The paper reviews the changes in the way “reflexive consumers” write introspective narratives about their intimate thoughts and deep feelings lived during an experience and takes advantage of previous research carried out in different contexts, e.g. music concerts and internet‐based services.

The paper specifies the more original stages of a complete ethnographic approach to consumption experience. These include co‐immersing; organising the narratives' write‐up; combining the experience's time frame with data generated via observation and introspection; and producing interpretations that will vary depending on the consumer's expressed level of pleasure.

This type of approach does not work in all consumption situations, nor does it apply to all consumers.

The combination of observation and introspection will enrich researchers' toolboxes in the quest to unravel the increasingly complex and unpredictable experiences the consumption of today products and services affords consumers.

The paper advocates that the writing up of introspective narratives and diaries has become a common practice for reflexive consumers accustomed to telling their stories online that must be used in market research.

The aim of this study is to explore how mentors' and mentees' self-concepts and related reflective practices in mentored teacher training are supported by using audio diaries within the framework of Dialogical Self Theory (Hermans, 2001), and how it could be used in the wider context of teacher training.

This study explores a specific qualitative methodology, the use of audio diary in self-reflective activities, in the context of teacher training in Hungary. When analysing the data, we used the thematic analysis approach to employ a relatively high level of interpretation.

Multi-level meta-position reflections have emerged from the data that were comparable at a given point in time. We found five different I-positions (Hermans, 2001) that suggest that mentors and mentees perceived of these as shared themes of the emerging incidents in mentoring. However, those aspects of the mentoring process on which mentors and mentees reflected only vaguely or have not reflected mutually in their audio diaries involved a certain level of mis-positioning and further tension.

Audio diaries are beneficial for personal and professional development. The tools and the methodology around them could be leveraged to broaden mentor–mentee dyads, which may lead to including university-based teacher educators and researchers from the field.

The value of this study arises from the process of recording audio diary logs as a direct representation of thoughts during the mentorship process.

Audio-diary methods are under-utilised in contemporary qualitative research. The purpose of this paper is to discuss participants and researchers’ experiences of using audio-diaries alongside semi-structured interviews to explore breastfeeding experiences in a short-term longitudinal study with 22 first-time mothers.

The authors provide a qualitative content analysis of the participants’ feedback about their experiences of the audio-diary method and supplement this with the perspectives of the research team based on fieldwork notes, memos and team discussions. The authors pay particular attention to the ways in which the data attained from diaries compared with those from the interviews.

The diaries produced were highly heterogeneous in terms of data length and quality. Participants’ experiences with the method were varied. Some found the process therapeutic and useful for reflecting upon the development of breastfeeding skills whilst negative aspects related to lack of mobility, self-consciousness and concerns about confidentiality. Researchers were positive about the audio-diary method but raised certain ethical, epistemological and methodological concerns. These include debates around the use of prompts, appropriate support for participants and the potential of the method to influence the behaviour under scrutiny. Interview and diary accounts contrasted and complemented in ways which typically enriched data analysis.

The authors conclude that audio-diaries are a flexible and useful tool for qualitative research especially within critical realist and phenomenological paradigms.

This appears to be the first paper to evaluate both participants and researchers’ experiences of using audio-diaries in a detailed and systematic fashion.

The study analyses the role that open social innovation (OSI) perspective played for Fondazione Banco Alimentare Onlus (FBAO), a food bank in Italy, in responding to the COVID-19 crisis. It answers the following research question: how does a crisis, such as the COVID-19 pandemic, stimulate the adoption of OSI practices to revamp the activities of FBAO and facilitate appropriate solutions to carry out its social mission?

This study employs a qualitative approach. It is based on a single case study.

The study shows how COVID-19 has stimulated the adoption of OSI practices to continue to meet the social mission, creating innovative projects or finding new ways to do the same things.

The study is based on a single case study.

The paper contributes insights into the literature on OSI, examining how inbound and outbound OSI mechanisms can modify business models and increase the adaptation capacity of food banks and their effectiveness. In addition, it provides a rich context in which the social value drivers provided by OSI are studied.

This paper applies the OSI to a food bank to evaluate what this action mode produces for the food bank during a health crisis. Specifically, this is the first paper that studies the COVID-19 crisis response of a food bank from the OSI perspective, focusing on the inbound and outbound OSI processes that characterized the entire network of relationships.

The purpose of this paper is to explore a range of questions and problems pertaining to a sound-based project that the author began half-way through 2011. Called Daddy Diary, this archive-in-progress takes the form of a series of free-association audio monologues, produced by a first-time father, that are addressed to his adult-daughter of the future and that reflect upon their evolving familial relationship.

As is often the case with creative projects that are embedded in a plurality of ideological, material and temporal conditions, Daddy Diary requires an eclectic and para-humanities approach to its theorisation. By drawing from ethical, sociological, historical and pedagogical assemblages, this paper shows how Daddy Diary activates a non-hegemonic truth space wherein familial knowledge (tacit knowledge captured in the raw material of the voice recordings) participates in the sustainable and counter-institutional negotiation of self-concept.

Sound recording technologies have made accessible new ways of documenting human life-narratives, thus augmenting how notions of the self can be written, reviewed and shared with a creative learning community. Just as photography has been used in creative practice reinforce parental worth, playing into the experience of holding and letting go, so too does an audio diary provide the apparatus through which a parent may reflexively navigate death anxiety and the possibility of loss. Thus, this paper contains insight that may prove useful for other first-time fathers. It’s insight may also be of benefit to practice-led researchers wishing to understand how to translate non-institutional activity into a creative learning experience.

Just as the foregrounding of sound poses a challenge to the so-called dominance of visual cultural communication, so too can “listening” engage an alternative sensory perspective from which we “see” ourselves.

This paper aims to critically review the intersection of searching and learning among children in the context of voice-based conversational agents (VCAs). This study presents the opportunities and challenges around reconfiguring current VCAs for children to facilitate human learning, generate diverse data to empower VCAs, and assess children’s learning from voice search interactions.

The scope of this paper includes children’s use of VCAs for learning purposes with an emphasis on conceptualizing their VCA use from search as learning perspectives. This study selects representative works from three areas of literature: children’s perceptions of digital devices, children’s learning and searching, and children’s search as learning. This study also includes conceptual papers and empirical studies focusing on children from 3 to 11 because this age spectrum covers a vital transitional phase in children’s ability to understand and use VCAs.

This study proposes the concept of child-centered voice search systems and provides design recommendations for imbuing contextual information, providing communication breakdown repair strategies, scaffolding information interactions, integrating emotional intelligence, and providing explicit feedback. This study presents future research directions for longitudinal and observational studies with more culturally diverse child participants.

This paper makes important contributions to the field of information and learning sciences and children’s searching as learning by proposing a new perspective where current VCAs are reconfigured as conversational voice search systems to enhance children’s learning.

Nursing, as a gendered occupation, is one that requires vast amounts of emotional labor to be performed. As careworkers, nurses are required to assume multiple roles at work: medical expert, companion, and personal care provider. Roles, or expected behaviors associated with different statuses, have the potential to spillover between work and home environments. The purpose of this chapter is to investigate how nurses perceive their role-taking and emotional labor processes to influence experiences of work–family spillover.

Rooted in interactionist role theory, this investigation seeks to qualitatively examine how nurses assign meaning to their various roles and how they perceive their roles to influence work–family spillover. Using audio diary and interview data, this chapter proposes that nurses who practice role-person merger (Turner, 1978) and empathic role-taking (Shott 1979) will also perceive work–family spillover to be related to their caretaking roles as nurses. Three distinct themes emerged in this qualitative analysis related to how experiences of work–family spillover are influenced by the emotional labor demands of the job and the practice of empathic role-taking by nurses: (1) spillover related to required emotional labor is experienced both positively and negatively; (2) nurses actively exercise personal agency in an attempt to decrease negative spillover; and (3) nurses reported increased work–family spillover when they practiced empathic role-taking.

This analysis extends the literature in this area by demonstrating the connection between the structural influences on emotion, the individual perceptions of roles, and the subsequent experiences of work–family spillover.

We illustrate the potential of diaries for advancing scholarship on organization studies and grand challenges. Writing personal diaries is a time-honored and culturally sanctioned way of animating innermost thoughts and feelings, and embodying experiences through self-talk with famous examples, such as the diaries written by Anne Frank, Andy Warhol, or Thomas Mann. However, the use of diaries has long been neglected in organization studies, despite their historical and societal importance. We illustrate how different forms of analyzing diaries enable a “deep analysis of individuals’ internal processes and practices” (Radcliffe, 2018) which cannot be gleaned from other sources of data such as interviews and observations. Diaries exist in different forms, such as “unsolicited diaries” and “solicited diaries” and have different purposes. We evaluate how analyzing diaries can be a valuable source to illuminate the innermost thoughts and feelings of people at the forefront of grand challenges. To exemplify our arguments, we draw on diaries written by medical professionals working for Doctors Without Borders as part of our empirical research project conducted in extreme contexts. We show the value of unsolicited diaries in revealing people’s thought world that is not apprehensible from other modes of communication, and offer a set of practical guidelines on working with data from diaries. Diaries serve to enrich our methodological toolkit by capturing what people think and feel behind the scenes but may not express nor display in public.