Purpose

Occupant feedback is crucial for healthy, comfortable and productive offices. Existing facility management (FM) systems are limited in effective use of occupant feedback, as they fail to collect the vital contextual information (e.g. related building element, space) associated with the feedback. The purpose of this study is to formalise the contextual information requirements for structured collection of occupant feedback for rapid diagnosis and resolution of problems and integrating occupant feedback with building information modelling (BIM) for making use of its visualisation and analysis capabilities, and eventually for effective use of occupant feedback in FM operations.

Design/methodology/approach

A mixed-methods approach was conducted in four steps: (1) identifying occupant feedback types (e.g. echo in meeting room) in office buildings, (2) examining the current practice in collecting and processing occupant feedback via use cases, (3) determining the contextual information requirements via expert interviews and (4) validation of the information requirements via a BIM-integrated prototype.

Findings

The findings present the contextual information requirements for 107 occupant feedback types grouped under thermal comfort, indoor air quality, acoustic comfort, visual comfort, building design and facility services.

Practical implications

Feedback-specific contextual information items enable structured data collection and help to avoid missing data and minimise the time lost in manual data entry and recursive interaction with the occupants during FM operations.

Originality/value

The contextual information requirements determined are expected to enhance occupant satisfaction and FM performance in office buildings by better use of the occupant feedback and integration into BIM-enabled FM and can be extended to other building types in future studies by using the proposed methodology.

中文翻译：

---

在支持 BIM 的 FM 中收集和使用住户反馈的上下文信息要求

目的

居住者的反馈对于健康、舒适和高效的办公室至关重要。现有设施管理（FM）系统在有效利用使用者反馈方面受到限制，因为它们无法收集与反馈相关的重要背景信息（例如相关建筑元素、空间）。本研究的目的是形式化结构化收集住户反馈的上下文信息要求，以快速诊断和解决问题，并将住户反馈与建筑信息模型 (BIM) 相集成，以利用其可视化和分析功能，最终实现有效的解决方案。在 FM 操作中使用乘员反馈。

设计/方法论/途径

混合方法分四个步骤进行：（1）识别办公楼中的占用者反馈类型（例如会议室中的回声），（2）检查通过用例收集和处理占用者反馈的当前实践，（3）确定通过专家访谈确定上下文信息需求；(4) 通过 BIM 集成原型验证信息需求。

发现

研究结果提出了 107 种居住者反馈类型的背景信息要求，这些反馈类型分为热舒适性、室内空气质量、声学舒适性、视觉舒适性、建筑设计和设施服务。

实际影响

反馈特定的上下文信息项可实现结构化数据收集，并有助于避免丢失数据，并最大限度地减少 FM 操作期间手动数据输入和与乘员递归交互所损失的时间。

原创性/价值

通过更好地利用居住者反馈并集成到支持 BIM 的 FM，确定的上下文信息要求预计将提高办公楼居住者的满意度和 FM 性能，并且可以在未来的研究中使用所提出的方法扩展到其他建筑类型。