螺旋式与直线式:在线健康医疗平台用户与医生交互模式研究  

Spiral and Linear:Interaction Patterns between User and Doctors on an Online Health Platform

作　　者：李月琳[1,2] 张建伟 张婳[1] Li Yuelin;Zhang Jianwei;Zhang Hua(Department of Information Resources Management,Business School,Nankai University,Tianjin 300071;Research Center for Information Behavior,Nankai University,Tianjin 300071)

机构地区：[1]南开大学商学院信息资源管理系,天津300071 [2]南开大学信息行为科学研究中心,天津300071

出　　处：《情报学报》2021年第1期88-100,共13页Journal of the China Society for Scientific and Technical Information

基　　金：国家社科基金重点项目“网络用户健康素养及交互信息行为引导机制研究”(17AZD036)。

摘　　要：随着“互联网+健康医疗”的发展,越来越多的患者(或患者的代理人,本文统称为“用户”)寻求通过在线健康医疗平台与医生交互,完成问诊过程。本研究关注在缺乏面对面沟通的网络环境下,如何帮助用户-医生实现虚拟空间的有效交互,针对在线健康医疗平台中的用户-医生交互进行研究,以识别交互的模式和特征。通过爬虫技术获取了“春雨医生”网站1017组用户与医生的交互会话,本研究采用开放编码和会话分析相结合的方法,发现螺旋式和直线式是最主要的交互模式,构建了两种模式的理论模型,并揭示了两种模式的交互特征。此外,发现用户对初始问题描述的清晰和详尽程度是影响交互效率的关键因素。本研究有助于提升用户和医生借助在线健康医疗平台进行的交互效率,优化此类系统或平台的用户交互体验设计,为未来研究不同角色参与的在线智能交互健康医疗平台提供了借鉴意义。With the development of the Internet,patients(or patients’agents,called“users”in this study)seek medical information or treatment suggestions by interacting with doctors through online health platforms or systems.This study concerns effective improvements to user-doctor interactions in a virtual environment in the absence of face-to-face communication and attempts to identify interaction patterns and features.For that reason,1017 sets of user-doctor conversations were collected from“Doctor Chunyu”by a data crawler.Open coding and conversation analysis were used to analyze the data.This study identifies two interaction patterns,spiral and linear patterns,and develops a theoretical model for each pattern.In addition,the result indicates that the degree of clarification of the initial description of symptoms at the beginning of a conversation is a key factor that affects interaction efficiency between users and doctors.This study helps us understand how to improve the interaction efficiency between users and doctors on online health platforms,optimize user interaction design,and provide empirical evidence for future research on online intelligent interactive health platforms.

关 键 词：在线健康医疗平台 用户交互行为 会话效率 沟通 

分 类 号：R197.1[医药卫生—卫生事业管理] R-05[医药卫生—公共卫生与预防医学]