探索知識透明化設計對線上知識傳遞的影響

進⾏合作任務時，互動的雙⽅需要知道對⽅的狀態來達到共同的理解，當雙⽅需要互相傳遞知識時，特別是專家要將他的經驗、知識傳遞給新⼿時，彼此⾯臨的挑戰之⼀在於雙⽅之間的專業差異可能導致互動過程受阻礙。專家由於對特定領域的知識掌握程度⾼，使其低估新⼿可能遭遇的困難；⽽新⼿對領域知識的不熟悉也使其未必能夠完全理解專家表達的概念。於線上進⾏這類型知識傳遞時，促進雙⽅意識到對⽅的理解程度(awareness)也許能幫助知識傳遞。因此，這篇論⽂在協作⼯具上提出⼀設計概念 - 知識透明化(knowledge transparency)，新⼿標記出⾃⼰對於知識內容的理解，使遠距專家能夠得知新⼿對於當下知識的理解狀態。透過⼀控制實驗，這篇研究⽐較專家與新⼿分別在有與無知識透明化設計輔助下的知識傳遞過程，發現知識透明化的設計使新⼿感受到較佳的溝通品質，但其學習表現在無知識透明化設計輔助時卻較佳。本研究於⽂末將探討知識透明化設計對線上知識傳遞的影響以及設計啟發。

關鍵字

知識傳遞；透明化；專家；新手；共同理解

並列摘要

To accomplish collaborative work, collaborators need to know one another’s states of work for coordination. Similarly, in situations of knowledge transfer where experts need to instruct novices by passing implicit knowledge and personal experience about the task, one challenge lies in the knowledge gap between experts and novices. Both parties need to gain an awareness of each other’s state of task knowledge for effective knowledge transfer. In this paper, we aim to investigate how online knowledge transfer is supported by a design called knowledge transparency of a shared document workspace, which allows explicitly annotating and sharing ones’ knowledge state to make it visible to their collaborators. We conducted a laboratory study to examine how knowledge transparency affects knowledge transfer among experts and novices using an image editing task over an online document. The results shed light on how to support knowledge co-construction and communication for the purpose of knowledge transfer through interface design.