- 권한신청
- P-ISSN1013-0799
- E-ISSN2586-2073
- KCI
정보기술 전문가와 이용자의 인지이동에 기반한 협력적 문제해결 행위 분석 연구
Analyzing Collaborative Problem-Solving Behaviors Based Upon Cognitive Motions of IT Personnel and Users
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초록
본 연구는 정보시스템의 효율적인 협력적 상호작용을 가능하게 하는 정보자원의 관리 방안을 마련하기 위한 연구프로젝트의 선행 작업으로 진행되었다. 우선 본 연구는 협력적인 문제해결과정에서 발생되는 도움제공자와 도움수여자 간에 유의한 행위적인지적 패턴이 존재하는지를 파악하고, 더 나아가 문제해결 상황에 대한 평가와 행위적인지적 패턴 간에 유의한 관계가 존재하는지를 살펴보았다. 상황을 인지이동이 발생한 특정 시공간의 집합으로 보는 Dervin의 의미형성이론에 근거하였으며, IT관련 문제해결을 위해 정보전문가의 도움을 받았던 36명의 이용자와 이용자에게 도움을 제공한 경험이 있는 22명의 정보전문가를 대상으로 심층적인 인터뷰를 실시하였다. 협력적 문제해결 행위 모형을 제시하였고 정보시스템의 상호작용성을 향상시키기 위해 시스템 설계시 고려할 점을 제안하였다.
- keywords
- 문제해결, 협력, 협력적 문제해결, 협력적 상호작용, 의미형성이론, 인지이동, problem solving, collaboration, collaborative problem-solving, collaborative interaction, sense-making theory, cognitive motion
Abstract
This study is a preliminary work in examining how to manage resources for collaboratively interactive help systems. The purpose of this article is to describe significant patterns of behaviors and cognitive state in collaborative problem-solving situation, and further to explore the relationship between the behavior and the perception of service evaluation. Based on the concept of “cognitive motion" in Dervin's Sense-Making theory, this study conducted a time-line interview. The sample of this study consists of 22 IT personnel helping other person solve IT problems and 36 users being helped for a IT problem-solving. This study presents a model of collaborative problem-solving behaviors and discusses some implications for designing help systems which collaborative interactions can happen.
- keywords
- 문제해결, 협력, 협력적 문제해결, 협력적 상호작용, 의미형성이론, 인지이동, problem solving, collaboration, collaborative problem-solving, collaborative interaction, sense-making theory, cognitive motion
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