图书情报知识 ›› 2019, Vol. 0 ›› Issue (3): 91-100.doi: 10.13366/j.dik.2019.03.091

• 情报、信息与共享 • 上一篇    下一篇

网站引导策略对用户操作中的心智模型变化的影响

楚榕珍,吴鹏   

  • 出版日期:2019-05-10 发布日期:2019-05-10

Influence of Website Guide Strategies on the Mental Model of Users’ Operation

  • Online:2019-05-10 Published:2019-05-10

摘要:

[目的/意义]旨在探索在一定复杂任务下,不同的网站引导策略对用户心智模型变化的影响机理和要因。[研究设计/方法]采用问卷调查法,选用三种引导策略:使用说明文档、操作流程视频、说明文档与操作视频的结合为实验条件,重点观测用户在不同引导策略下的心智模型中各结构变量的改变,以及认知灵活性对心智模型的调节作用。[结论/发现]实验结果表明:第一,不同引导策略对心智模型中各结构变量的提高存在显著性差异,但用户信念上,文档以及文档与视频结合两种方式无较大差异,反映出用户对引导策略的感知有用度与实际有用度不相符合。第二,在复杂任务下,用户认知灵活性越高,心智模型改变越快,并越容易选择多种引导策略来学习,对说明文档的感知有用度更高,对其表现出偏好行为;用户认知灵活性越低,对操作视频方式的感知有用度更高。[创新/价值]梳理了在认知灵活性调节下,引导策略对用户心智模型变化的影响机制;研究结论对于改善网站引导策略,提高用户满意度具有参考价值。

关键词: 心智模型, 网站引导策略, 认知灵活性, 感知有用度

Abstract:

[Purpose/Significance]This paper aims to explore the influence mechanism and essential factors of different website guide strategies on the users' mental model in the context of certain complex tasks. [Design/Methodology]Questionnaire survey was used, and three guide strategies were selected, including instructions, videos of operation process, and the combination of instructions and videos. This study focused on the change of structural variables in the users' mental model with different guide strategies, and moderating effects of cognitive flexibility on the mental model. [Findings/Conclusion]Several findings have been gained in this study. First of all, different guide strategies differ a lot in improving the structural variables of the users' mental model. However, there is no significant difference between instructions and the combination of instructions and videos in terms of users' beliefs, which indicates that users' perceived usefulness of guide strategy is not compatible with the actual usefulness. Secondly, in the context of complex tasks, the higher flexibility of users' cognition is, the faster change of variables present, and users are more likely to choose multiple guide strategies to learn. At the same time, instructions seem to have greater perceived usefulness, and users appear to prefer instructive documents. In the contrary, the lower flexibility of users' cognition is, the greater perceived usefulness of operation videos have. [Originality/Value]This paper sorts out the influence mechanism of guide strategies on the change of the users' mental model with the regulation of cognitive flexibility. This study could provide reference for improving the guide strategies and users' satisfaction of websites.

Key words: Mental model, Website guide strategy, Cognitive flexibility, Perceived usefulness