Analyzing Collaborative Problem-Solving Behaviors Based Upon Cognitive Motions of IT Personnel and Users (정보기술 전문가와 이용자의 인지이동에 기반한 협력적 문제해결 행위 분석 연구)

Sung-Jin Kim (김성진)

doi:10.3743/KOSIM.2005.22.1.209

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

Journal of the Korean Society for Information Management
Abbr : JKOSIM
2005, 22(1), pp.209~228
DOI : 10.3743/KOSIM.2005.22.1.209
Publisher : 한국정보관리학회
Research Area : Interdisciplinary Studies > Library and Information Science
Received : February 15, 2005
Accepted : March 8, 2005
Published : March 30, 2005

Sung-Jin Kim ¹

¹시라큐스 대학교

Accredited

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

problem solving, collaboration, collaborative problem-solving, collaborative interaction, sense-making theory, cognitive motion

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Journal of the Korean Society for Information Management 2025 KCI Impact Factor : 1.27

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

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* References for papers published after 2025 are currently being built.

Journal of the Korean Society for Information Management 2025 KCI Impact Factor : 1.27

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

ABSTRACT

KEYWORDS

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