信息分层理论视角下的技术帮助影响因素探析  

Analysis on the Influencing Factors of Tech Help from the Perspective of Information Stratification Theory

作　　者：钱志超 姜雪 苏洋 张鹏翼[1] 韩圣龙[1] QIAN Zhichao;JIANG Xue;SU Yang;ZHANG Pengyi;HAN Shenglong(Department of Information Management,Peking University,Beijing 100871,China)

机构地区：[1]北京大学信息管理系,北京100871

出　　处：《文献与数据学报》2021年第3期36-52,共17页Journal of Library and Data

摘　　要：[目的 /意义]探究技术帮助的属性及其影响因素,从而加深对数字鸿沟的变化过程的理解。技术帮助指人们在使用不熟悉的信息与通信技术遇到困难时获取或提供帮助的行为。[方法 /过程]在技术帮助研究中引入信息分层理论,对18名大学生和大学后勤工作人员进行深度访谈,考察信息富裕者和信息中层两个群体在技术帮助方面的特征。在数据分析阶段,采用扎根理论研究方法,通过开放性编码、主轴编码和选择编码,探讨影响技术帮助的发生和完成的因素,以及不同的影响因素间的关系。[结果 /结论]技术帮助受到认知因素、ICT使用水平、可接触性、人口学因素和社会因素这五类因素的共同影响。其中,认知因素、ICT使用水平、可接触性是技术帮助的直接影响因素,人口学因素和社会因素是间接影响因素。[Purpose/significance]This study aims to explore the attributes and influencing factors of tech help, and tries to deepen the understanding of the changing progress of digital divide. Tech help is the behavior of seeking or providing help when people encounter difficulties in using unfamiliar information and communication technology.[Method/process]This study introduces the theory of information stratification into the research progress and investigates the characteristics of the information have and the information have-less in tech help through in-depth interviews with 18 university students and logistic staff. In the data analysis stage, using grounded theory, through open coding, axial coding and selective coding, this study discusses the factors affecting the occurrence and completion of tech help, as well as the relationship among different influencing factors.[Result/conclusion]Tech help is influenced by cognitive factors, ICT usage level, accessibility, demographic factors and social factors. Cognitive factors, ICT usage level and accessibility are the direct influencing factors of tech help, while demographic factors and social factors are the indirect influencing factors.

关 键 词：社群信息学 技术帮助 数字鸿沟 信息富裕者 信息中层 

分 类 号：G250[文化科学—图书馆学]