SolutionChat: Real-time Moderator Support for Chat-based Structured Discussion
SolutionChat: Real-time Moderator Support for Chat-based Structured Discussion
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SolutionChat：实时主持人支持基于聊天的结构化讨论
DOI：
10.1145/3313831.3376609
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发表时间：
2020
期刊：
影响因子：
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通讯作者：
Juho Kim
中科院分区：
文献类型：
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作者：
Sung;Jae;Eun;Seongho Park;Jihee Kim;Juho Kim
在线聊天是讨论社区问题的新兴渠道。对于社区来说，通常的做法是分配专门的版主来维护结构化的讨论并增强解决问题的体验。然而，由于在线聊天的同步特性，版主在讨论阶段管理、意见总结和建立共识支持等任务中面临着很高的管理开销。为了帮助版主促进社区问题解决的结构化讨论，我们引入了SolutionChat，该系统可以(1)可视化讨论阶段和特色意见，(2)推荐适合上下文的版主信息。对照实验室研究（n= 55,12组）的结果表明，与没有SolutionChat相比，参与者的感知讨论可追溯性显着更高。此外，版主使用系统生成的消息与SolutionChat相比，以更少的努力提供了更好的摘要和更好的管理支持。通过SolutionChat，我们设想未经训练的版主可以有效地促进对重要社区事务的聊天讨论。
Online chat is an emerging channel for discussing community problems. It is common practice for communities to assign dedicated moderators to maintain a structured discussion and enhance the problem-solving experience. However, due to the synchronous nature of online chat, moderators face a high managerial overhead in tasks like discussion stage management, opinion summarization, and consensus-building support. To assist moderators with facilitating a structured discussion for community problem-solving, we introduce SolutionChat, a system that (1) visualizes discussion stages and featured opinions and (2) recommends contextually appropriate moderator messages. Results from a controlled lab study (n=55, 12 groups) suggest that participants' perceived discussion trackability was significantly higher with SolutionChat than without. Also, moderators provided better summarization with less effort and better managerial support using system-generated messages with SolutionChat than without. With SolutionChat, we envision untrained moderators to effectively facilitate chat-based discussions of important community matters.