網路即時諮商系統之設計原則：以行動研究探索

Exploring the Design Principles for Real-Time Webcounseling Systems：Action Research Approach

本研究結合諮商與資訊領域的專業，以行動研究的方式，探討網路即時諮商系統必須具備的重要設計原則，並深入觀察以電腦為中介的情緒溝通效果。本研究共進行了三次行動研究循環，以各循環中的訪談資料為主要研究資料來源，以實驗過程即時網路諮商逐字稿以及研究者的觀察紀錄為輔。每一循環所得到的研究資料經分析與討論之後，再轉化為下一階段的系統設計根據。本研究所得到網路即時諮商系統之重要原則如下：（1）網路即時諮商系統應提供情緒輔助功能；（2）系統穩定度與速度非常重要，並須搭配其他的管理措施；（3）必須提供輸入提示功能；（4）可提供口語輔助功能；以及（5）應提供後台管理功能。最後，本研究亦從資管領域的角度探討電腦中介溝通的符號詮釋問題，並提出網路諮商未來研究方向。

This research combined the expertise of counseling and information technology to explore the design principles of a real-time webcounseling system and the effects of computer-mediated emotion-laden communication. We applied the action research approach and ran through three action research cycles. The first intervention involved developing a real-time webcounseling system prototype and executing a feasibility experiment. The second cycle integrated the findings of the first one into the new version of the webcounseling system and engaged in the real situation by inviting real counselors and clients. The third cycle dealt with counselors’ typing speed and administrative issues in webcounseling context. The major data source came from interviews of users. Researchers’ observation during experiments was another source for system modification. We found out five important design principles of the real-time webcounseling system, including: (1) the expression-assisting function was very important and should consist of different sub-functions to meet different persons’ preferences; (2) the reliability and response speed of webcounseling systems were very important, and some management processes should be provided to complement the limitation of technology; (3) message-entering clues were necessary to facilitate the receiving side to understand what the other side was doing; (4) verbal-assistant function was helpful for counselor to reduce the typing task; and (5) back-end management function could save the time for administrative work. This study also pointed out some important issues of real-time webcounseling.