I learned how to frame and present research in a way that would be meaningful for industry partners. I applied some of what I learned from the GRA Engage Program here, which emphasised that how you position yourself (and your work) is important.
Short bio:
Kara Ortiga worked as a journalist in the Philippines before returning to university as a student. The digitisation of mass communication changed the nature of her work, prompting her to question, “How are schools teaching journalism today?” She completed her Master of Digital Communication and Culture at the University of Sydney and is currently a PhD candidate at Macquarie University. Her work focuses on new media audiences and their relationships with technology, politics, and information. In 2023, she joined the MQ Graduate Research Academy (GRA) Engage Program and later secured an internship with CareMaster, a software company within Australia’s National Disability Insurance Scheme (NDIS).
Tell us about your PhD research topic in 100 words or less:
I take a bottom-up qualitative approach to studying political disinformation in the Philippines by examining users’ engagement with these narratives. While disinformation has gained renewed attention since Trump’s election in 2016, most research focuses on technological approaches to explain its spread, potentially overlooking the role of users in these engagements. I begin by talking to political influencers and their audiences who interact with problematic narratives as a starting point. By doing so, I hope to gain insights into how they use digital media, and what role such narratives play in their everyday life.
What motivated you to do a graduate research internship with CareMaster?
I saw an ad sent by the GRA that CareMaster sought a Customer Research Specialist with expertise in qualitative research to help improve their NDIS software. The ad specifically stated they wanted to gather insights from users about their needs, preferences, and pain points related to the software product. This meant speaking to users directly about their experiences with the technology. I thought the approach to data was very similar to my work, and I was drawn by the potential to explore how my PhD research skills could have real-world applications.
Please tell us a bit about your internship project, and what you produced during the internship:
CareMaster was beginning to make significant changes in the company. They were improving their cloud-based software to keep up with industry developments and remain competitive in a growing market. They needed industry and user-based research to guide informed decisions.
I worked directly under the COO, Elisha Anderton, and the CEO and co-founder, Andrew Sturt. I produced several reports, including a Competitive Analysis and a Customer Journey Report. The work included planning, executing, and running data collection and analysis independently, based on what they told me they needed to know. I conducted semi-structured interviews with their clients and analysed this data to present key findings to stakeholders. I also looked at industry and government reports to draw out competitive insights. I saw some of the findings from my research being used to guide their business decisions. It was pretty cool to see.
Were there any challenges you faced during your internship, and how did you approach them?
I had no prior experience working in a tech company, nor had previous knowledge about the NDIS. I spent a good amount of time familiarising myself with the industry's history and its contexts. I also had to learn how tech companies operate – including the pace of the work, the terms they use, and the different roles or teams that essentially make a software company run. You cannot really read some of these things in a book to learn about. I am so grateful that my supervisor Elisha was a great mentor. It was a true exercise in knowledge-building.
How has the internship had an impact on you as a researcher? Has it changed your approach to any aspects of your PhD research?
I think the timing of doing the internship was right, so it became conducive to my research. Ultimately, it was like I was doing a mini-thesis – with its own research problem and method. This all happened in the middle of my own research’s data analysis, and going through the entire process allowed me to test-run that practical experience. When I presented the findings to the whole company, I received excellent feedback, which gave me confidence in my process and ability.
As a researcher, I also learned how to frame and present research in a way that would be meaningful for industry partners. I applied some of what I learned from the GRA Engage Program here, which emphasised that how you position yourself (and your work) is important. Because I was conscious of this approach, I think it was a fruitful experience for everyone.
Is there anything else you’d like to share about your internship experience?
The opportunity to be given an independent role – with the goal of learning and experience upfront – is not always available in employment. I was allowed the space to learn everything on the job, make mistakes, but also contribute real-time results. I think internship programs like this are valuable for those who want to try something new and test their skills. That said, I was lucky to work with such a collaborative and supportive team that was generous with their mentorship and trust in my capability. I hope these relations are prioritised when internship opportunities are assessed.