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  • P-ISSN1013-0799
  • E-ISSN2586-2073
  • KCI

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Vol.22 No.1

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Analyzing Collaborative Problem-Solving Behaviors Based Upon Cognitive Motions of IT Personnel and Users

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2005, v.22 no.1, pp.209-228
https://doi.org/10.3743/KOSIM.2005.22.1.209

(2005). Analyzing Collaborative Problem-Solving Behaviors Based Upon Cognitive Motions of IT Personnel and Users. Journal of the Korean Society for Information Management, 22(1), 209-228, https://doi.org/10.3743/KOSIM.2005.22.1.209

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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