Can Experts Benefit from Information about a Layperson’s Knowledge for Giving Adaptive Explanations?
Year: 2004
Type: article
Abstract: E-consulting services such as asynchronous helpdesks for hardware and software are a common and comfortable way to get expert advice.However, the constraints of asynchronous communication and the experts' inclination to forget about the exclusiveness of their specialist knowledge may impair the advisory success.Against this background, an assessment tool has been developed which aids helpdesk experts in evaluating an inquirer's background knowledge.In a previous study, it could be demonstrated that the assessment tool increased the effectiveness and efficiency of asynchronous communication.In order to test the mechanisms that make the assessment tool effective, another dialogue experiment was conducted that varied the validity of the information displayed in the assessment tool.The results showed that the information presented to the experts did not only sensitize them for the inquirers' needs but also allowed for specific adaptation to their individual knowledge state.Hence, the validity of the information provided by the assessment tool is crucial.
Language: English
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
Funder: Deutsche Forschungsgemeinschaft
OpenAlex ID: W2587160776