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By Monica E. Oss

February 23, 2010

The other day, I heard a story about the “CSI effect” on the criminal justice system; it discussed how crime shows (like the CSI series) are changing expectations about criminal investigations and prosecutions. The story explained that even if juror expectations are not influenced by television, they can be influenced by the technologies that are part of their daily lives, like their smartphone. One judge reported that “the more sophisticated technological devices that jurors had, the higher their expectations for the prosecutors to present evidence.”

Just as jurors have high expectations for technology when it comes to criminal investigations, consumers are developing higher expectations for technology when it comes to the delivery of health care services. More and more, consumers are relying on technology as a part of their everyday lives—from smartphones to GPS devices. These expectations will easily spillover into health care, especially when there are so many new technologies being developed—over that past month we’ve covered a variety of exciting new tech developments:

And while we don’t yet know which of these technologies will succede or fail in the marketplace, we do know that they will contribute to rising consumer expectations. Technology plays a large role in modern life, and the world of health and human services is not going to be any different – so make sure that your organization is prepared to manage the expectations of your consumers. And remember that the competitive advantage in the future market will go to the organizations that make the best strategic use of these new technologies.


Monica E. Oss
Chief Executive Officer, OPEN MINDS


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To read more about the affect of technology on the health and human services field, see: Make Room for Robots  all members 

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