初心者ユーザとエキスパート・ヘルプ・システムのコミュニケーションギャップ(コミュニケーション及び一般)

概要

論文の詳細を見る
This paper analyzes interaction between novices and expert help system in the case of troubleshooting for complex system. Then we verify white box approach which visualizes mechanism of complex system for novices. As an example, we consider the case of establishing an Internet connection. We developed 2 types of help system which navigate user to solve trouble. The help system as black box approach hides complex network mechanism and teaches only procedure to solve the trouble. On the other hand, the help system as the white box approach, visualizes the network connection status with system configuration diagram added to procedure to solve the trouble. We evaluated these help systems for 4 types of troubles with 10 pairs of novices. As a result, we observed faulty operations which were caused by lack of understanding of system mechanism. 2 of 5 pairs of novices utilized the visualization of network connection status. We observed one of them acquired the mental model for task division strategy. But 3 of 5 didn't use the visualization of network connection status. We discuss the potential of white box approach for complex problem solving by novices.
社団法人電子情報通信学会の論文
2005-05-13