Online help-seeking in communities of practice

Interactive online help systems are considered to be a fruitful supplement to traditional IT helpdesks, which are often overloaded. They often comprise user-generated FAQ collections playing the role of technology-based conceptual artifacts. Two main questions arise: how the conceptual artifacts should be used, and which factors influence their acceptance in a community of practice (CoP). Firstly, this paper offers a theoretical frame and a usage scenario for technology-based conceptual artifacts against the theoretical background of the academic help-seeking and CoP approach. Each of the two approaches is extensively covered by psychological and educational research literature, however their combination is not yet sufficiently investigated. Secondly, the paper proposes a research model explaining the acceptance of conceptual artifacts. The model includes users’ expectations towards the artifact, perceived social influence and users’ roles in the CoP as predictors of artifact use intention and actual usage. A correlational study conducted in an academic software users’ CoP and involving structural equations modeling validates the model, suggesting thus a research line that is worth further pursuing. For educational practice, the study suggests three ways of supporting knowledge sharing in CoPs, i.e. use of technology-based conceptual artifacts, roles and division of labor, and purposeful communication in CoPs

A framework for investigating the interaction in information retrieval

To increase retrieval effectiveness, information retrieval systems must offer better supports to users in their information seeking activities. To achieve this, one major concern is to obtain a better understanding of the nature of the interaction between a user and an information retrieval system. For this, we need a means to analyse the interaction in information retrieval, so as to compare the interaction processes within and across information retrieval systems. We present a framework for investigating the interaction between users and information retrieval systems. The framework is based on channel theory, a theory of information and its flow, which provides an explicit ontology that can be used to represent any aspect of the interaction process. The developed framework allows for the investigation of the interaction in information retrieval at the desired level of abstraction. We use the framework to investigate the interaction in relevance feedback and standard web search

Self-presentation and emotional contagion on Facebook: new experimental measures of profiles' emotional coherence

Social Networks allow users to self-present by sharing personal contents with others which may add comments. Recent studies highlighted how the emotions expressed in a post affect others' posts, eliciting a congruent emotion. So far, no studies have yet investigated the emotional coherence between wall posts and its comments. This research evaluated posts and comments mood of Facebook profiles, analyzing their linguistic features, and a measure to assess an excessive self-presentation was introduced. Two new experimental measures were built, describing the emotional loading (positive and negative) of posts and comments, and the mood correspondence between them was evaluated. The profiles "empathy", the mood coherence between post and comments, was used to investigate the relation between an excessive self-presentation and the emotional coherence of a profile. Participants publish a higher average number of posts with positive mood. To publish an emotional post corresponds to get more likes, comments and receive a coherent mood of comments, confirming the emotional contagion effect reported in literature. Finally, the more empathetic profiles are characterized by an excessive self-presentation, having more posts, and receiving more comments and likes. To publish emotional contents appears to be functional to receive more comments and likes, fulfilling needs of attention-seeking.Comment: Submitted to Complexit

Feedback type as a moderator of the relationship between achievement goals and feedback reactions

The aim of the current study is to shed new light on the inconsistent relationship between performance-approach (PAp) goals and feedback reactions by examining feedback type as a moderator. Results of a field experiment (N = 939) using a web-based work simulation task showed that the effect of achievement-approach goals was moderated by feedback type. Relative to individuals pursuing mastery-approach goals, individuals pursuing PAp goals responded more negatively to comparative feedback but not to task-referenced feedback. In line with the hypothesized mediated moderation model, the interaction between achievement goals and feedback type also indirectly affected task performance through feedback reactions. Providing employees with feedback is a key psychological principle used in a wide range of human resource and performance management instruments (e.g., developmental assessment centres, multi-source/360 degrees feedback, training, selection, performance appraisal, management education, computer-adaptive testing, and coaching). The current study suggests that organizations need to strike a balance between encouraging learning and encouraging performance, as too much emphasis on comparative performance (both in goal inducement and in feedback style) may be detrimental to employees' reactions and rate of performance improvement

Understanding “influence”: An exploratory study of academics’ process of knowledge construction through iterative and interactive information seeking

The motivation for this study is to better understand the searching and sensemaking processes undertaken to solve exploratory tasks for which people lack pre-existing frames. To investigate people’s strategies for that type of task, we focused on “influence” tasks because, although they appear to be unfamiliar, they arise in much academic discourse, at least tacitly. This qualitative study reports the process undertaken by academics of different levels of seniority to complete exploratory search tasks that involved identifying influential members of their academic community and “rising stars, ” and to identify similar roles in an unfamiliar academic community. 11 think-aloud sessions followed by semi-structured interviews were conducted to investigate the role of specific and general domain expertise in the process of information seeking and knowledge construction. Academics defined and completed the task through an iterative and interactive process of seeking and sensemaking, during which they constructed an understanding of their communities and determined qualities of “being influential”. Elements of the Data/Frame Theory of Sensemaking (Klein et al., 2007) were used as sensitising theoretical constructs. The study shows that both external and internal knowledge resources are essential to define a starting point or frame, make and support decisions, and experience satisfaction. Ill-defined or non-existent initial frames may cause unsubstantial or arbitrary decisions, and feelings of uncertainty and lack of confidence

Why We Read Wikipedia

Wikipedia is one of the most popular sites on the Web, with millions of users relying on it to satisfy a broad range of information needs every day. Although it is crucial to understand what exactly these needs are in order to be able to meet them, little is currently known about why users visit Wikipedia. The goal of this paper is to fill this gap by combining a survey of Wikipedia readers with a log-based analysis of user activity. Based on an initial series of user surveys, we build a taxonomy of Wikipedia use cases along several dimensions, capturing users' motivations to visit Wikipedia, the depth of knowledge they are seeking, and their knowledge of the topic of interest prior to visiting Wikipedia. Then, we quantify the prevalence of these use cases via a large-scale user survey conducted on live Wikipedia with almost 30,000 responses. Our analyses highlight the variety of factors driving users to Wikipedia, such as current events, media coverage of a topic, personal curiosity, work or school assignments, or boredom. Finally, we match survey responses to the respondents' digital traces in Wikipedia's server logs, enabling the discovery of behavioral patterns associated with specific use cases. For instance, we observe long and fast-paced page sequences across topics for users who are bored or exploring randomly, whereas those using Wikipedia for work or school spend more time on individual articles focused on topics such as science. Our findings advance our understanding of reader motivations and behavior on Wikipedia and can have implications for developers aiming to improve Wikipedia's user experience, editors striving to cater to their readers' needs, third-party services (such as search engines) providing access to Wikipedia content, and researchers aiming to build tools such as recommendation engines.Comment: Published in WWW'17; v2 fixes caption of Table