Information sought and information provided: an empirical study of user/expert dialogues

Authors:
Martha E. Pollack
Affiliations:
Department of Computer and Information Science, The Moore School, University of Pennsylvania, Philadelphia, Pennsylvania
Venue:
CHI '85 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Year:
1985

Citing 1
Cited 18

Talking to UNIX in English: an overview of UC

Communications of the ACM

Interface design issues for advice-giving expert systems

Communications of the ACM
Advising roles of a computer consultant

CHI '86 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Formatting space-related displays to optimize expert and nonexpert user performance

CHI '86 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Learning by doing with simulated intelligent help

Communications of the ACM
Planning for advising

CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Justified advice: a semi-naturalistic study of advisory strategies

CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
How to interface to advisory systems? Users request help with a very simple language

CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Modeling the user in natural language systems

Computational Linguistics - Special issue on user modeling
Such easy-to-use systems!: How organizations shape the design and use of online help systems

COCS '95 Proceedings of conference on Organizational computing systems
Intelligent help in a one-shot dialog: a protocol study

CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
The multimedia articulation of answers in a natural language database query system

ANLC '88 Proceedings of the second conference on Applied natural language processing
GUMS: a general user modeling system

HLT '86 Proceedings of the workshop on Strategic computing natural language
The problem of describing a problem: Supporting laypersons in presenting their queries to the Internet-based helpdesk

International Journal of Human-Computer Studies
Effects of the amount of shared information on communication efficiency in side by side and remote help dialogues

ECSCW'97 Proceedings of the fifth conference on European Conference on Computer-Supported Cooperative Work
A wizard of Oz study of advice giving and following

Human-Computer Interaction
Cooperative work and shared visual context: an empirical study of comprehension problems in side-by-side and remote help dialogues

Human-Computer Interaction
Effects of expertise differences in synchronous social Q&A

SIGIR '12 Proceedings of the 35th international ACM SIGIR conference on Research and development in information retrieval
Clarifications and question specificity in synchronous social Q&A

CHI '13 Extended Abstracts on Human Factors in Computing Systems

Quantified Score

Hi-index	0.03

Visualization

Abstract

Transcripts of computer-mail users seeking advice from an expert were studied to investigate the complementary claims that people often do not know what information they need to obtain in order to achieve their goals, and consequently, that experts must identify inappropriate queries and infer and respond to the goals behind them. This paper reports on one facet of the transcript analysis, namely, the identification of the types of relation that hold between the action that an advice-seeker asks about and the action that an expert tells him how to perform. Three such relations between actions are identified: generates, enables, and is-alternative-to. The claim is made that a cooperative advice-providing system, such as a help system or an expert system, must be able to compute these relations between actions.