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

doi:10.3772/j.issn.1000-0135.2021.01.009

情报学报

2021, Vol. 40

Issue (1): 88-100 DOI: 10.3772/j.issn.1000-0135.2021.01.009

情报用户与行为研究

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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

李月琳^1,2, 张建伟^1,2, 张婳¹

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

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

Li Yuelin^1,2, Zhang Jianwei^1,2, Zhang Hua¹

1.Department of Information Resources Management, Business School, Nankai University, Tianjin 300071
2.Research Center for Information Behavior, Nankai University, Tianjin 300071

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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。

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	李月琳
	张建伟
	张婳

关键词 ：在线健康医疗平台, 用户交互行为, 会话效率, 沟通

收稿日期: 2020-01-28

基金资助: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）。

作者简介: 李月琳，女，1970年生，博士，教授，博士生导师，主要研究方向为信息行为、交互信息检索、健康信息学、数字图书馆与信息系统评估，E-mail:yuelinli@nankai.edu.cn；张建伟，男，1989年生，博士研究生，主要研究方向为个性化推荐系统、信息检索与评估；张婳，女，1997年生，本科生，主要研究方向为健康信息；

引用本文:

李月琳, 张建伟, 张婳. 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[J]. 情报学报, 2021, 40(1): 88-100.
Li Yuelin, Zhang Jianwei, Zhang Hua. Spiral and Linear: Interaction Patterns between User and Doctors on an Online Health Platform. 情报学报, 2021, 40(1): 88-100.

链接本文:

https://qbxb.istic.ac.cn/CN/10.3772/j.issn.1000-0135.2021.01.009 或 https://qbxb.istic.ac.cn/CN/Y2021/V40/I1/88

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