Collaborative interaction behaviors in an information technology problem-solving context: cognitive movements of the helper and the helped

Abstract

This paper explores patterns of cognitive movements in the context of information technology problem solving. The movements, based on Dervin's Sense-Making theory, are characterized as cognitive and affective perceptions of the individual as s/he experiences a situation through time– space. This study focuses on the interaction between the helper and the helped. A time-line interview is conducted to collect descriptions of respondents' perceptions of the meaningful behavioral sequence as a series of steps. The sample consists of 22 customer service representatives and 36 information technology service users. The findings offer a way of understanding the embedded nature of the perceptions of helper and helped in a problem-solving context. They support a model of collaborative problem-solving behaviors and suggest implications for the design and management of help systems or services.

Keywords

collaboration interaction problem-solving model Sense-Making cognitive movement time-line interview

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