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

Sung-Jin Kim

School of Information Studies at Syracuse University, Syracuse, NY, USA

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.

Key Words: collaboration • interaction • problem-solving model • Sense-Making • cognitive movement • time-line interview

Journal of Information Science, Vol. 31, No. 6, 483-495 (2005)
DOI: 10.1177/0165551505057008
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[Abstract] [PDF]