| 摘要: | 由於電腦網路科技的快速進步，產生了「是否可以經過電腦網路，運用電腦以進行群
體或團隊間合作的工作概念」，並進一步相互結合，產生所謂電腦支援協同工作( Computer
Support Collaborative Work，CSCW )的研究領域。這樣的工作型式可以讓群體或團隊的使
用者即使在不同的地點，仍可透過電腦網路來共同討論與合作。在CSCW 的環境中，使
用者可以不必離開原有的工作環境，仍能互相溝通及分享共同的資料，可以節省時間與空
間的浪費。但是電腦支援協同工作的群體中的成員之間的關係不只是基於溝通、協同與相
互合作而已；有許多工作間的關係可能具有多重的意義存在，而且混合了許多元素，這些
元素包含合作、衝突、愉快、競爭、共同研究、承諾、警告、控制、強迫、相互合作與反
對等。
本研究經過專家探訪與先前測試，研擬建構了在CSCW 中之績效架構圖；並在先導
分析中，將嘗試思構CSCW 績效影響相關因果模式。架構中的團隊績效(team performance)
有兩個重大的影響因素，分別為團隊知識(team knowledge)與團隊狀況察覺(team situation
awareness)。其中團隊知識是藉由團隊心智(team mental)與團隊狀況(team situation)所組
成；因為每個人所擁有的心智與狀況不同，所以在團隊工作中，必須透過溝通與協調來進
行互動，這樣才能將個別(individual)和共有(mutual)的心智與狀況整合成團隊所有的知識。
另外一個重要的影響因素為團隊狀況察覺(team situation awareness)，因為在團隊工作中，
每個人所察覺的狀況都不盡相同，有些人察覺到相同的狀況，而有些人察覺到其他人沒察
覺到的狀況，因此需要藉由溝通和協調來進行交換所觀察到的狀況。另外，團隊知識可能
也會影響其團隊狀況察覺，因為如果沒有好的團隊知識，就算能觀察到許多狀況，也沒有
辦法對所觀察到的狀況作溝通和協調並做出有利的決策行為。
後續研究將延伸並加強修正基本GOMS 理論，將以上相關因素適切引入。同時將探
討可應用在CSCW 介面設計的相關作業面向，並進行績效評估影響與相關應用。同時亦
將設計模擬相關CSCW 的情境以進行較大規模的實驗評估，以建構累積更多細緻的基本
操作單元與代理人資料庫；期待提供撰寫更趨於實際CSCW 的分析與代理人模擬器，來
呈現更精確的CSCW 進行過程，期望這樣的整合程序將能建立更實用的應用議題，例如
CSCW 的訓練作業或程序書的需求分析、模式轉換與程序編寫等工作，提供更有效率的團
隊人員績效提昇方案。
In the Internet era, the field of computer supported collaborative work (CSCW) has an
intense interest in studying collaborative work. The CSCW researchers may remain unreflective
about the structure and impact of their own collaborations. The users of community work in a
somewhat cooperative manner, but also are somewhat autonomous. In practice, as Rob Kling
mentioned, many working relationship can be multivalent with and mix elements of cooperation,
conflict, conviviality, competition, collaboration, commitment, caution, control, coercion,
coordination and combat (the “c-words”). Then, the CSCW could emerge as a field in response
to the recognition that group and organizational contexts matter in human-computer interaction
(HCI).
From the present results obtained, team performance architecture of CSCW was
constructed by focus group. After pilot study, structure model of CSCW was also attended to
induct. In the above architecture, team knowledge is multifaceted and comprised of relatively
generic knowledge in the form of team mental models and more specific team situation models.
Team mental models refer to the collective task- and team-relevant knowledge that team
members bring to a situation. In addition to team mental models, the team situation model
develops in situation while the team is actually engaged in the task.
The further proposal will extend and modify the basic theory of GOMS with above factors
for CSCW. First, the models and procedures of setting CSCW may be identified by the focus
group. Next, a series of experiments will be performed with simulated situation of setting
CSCW. In this stage, more detail operators of modified GOMS models and elements of agent
databases will be collected for further analysis for setting CSCW. Finally, the integrated
modified GOMS analysis program and agent simulator for CSCW will be coded as well as
analysis models in terms of setting CSCW more effect for further application and researches,
such as CSCW task design, CSCW training requirement analysis and train program design. |
