The Use of Explanations in Knowledge-Based Systems: Cognitive Perspective and a Process-Tracing Analysis.

Author List: Mao, Ji-Ye; Benbasat, Izak;
Journal of Management Information Systems, 2000, Volume 17, Issue 2, Page 153-179.
This exploratory research investigates the nature of explanation use and factors that influence it during users' interaction with a knowledge-based system (KBS) for decision-making. It draws upon several cognitive perspectives to help understand when, why, and how explanations are used. A verbal protocol analysis was conducted based on a laboratory experiment involving a KBS for financial analysis. Major categories of explanation use were identified, and accounted for with relevant cognitive perspectives. Results show that explanations were requested to deal with comprehension difficulties caused by various types of perceived anomalies in KBS output. There were qualitative and quantitative differences in the nature and extent of explanation use between novices and experienced professionals. These results offer new insights to why explanations are useful and important, what factors influence explanation use, and what information should be included in explanations.
Keywords: explanations; explanations in expert systems; knowledge-based systems; verbal protocol analysis
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#183 0.298 explanations explanation bias use kbs biases facilities cognitive making judgment decisions likely decision important prior judgments feedback types difficult lead
#60 0.124 analysis techniques structured categories protocol used evolution support methods protocols verbal improve object-oriented difficulties analyses category benchmark comparison provided recognition
#129 0.117 expert systems knowledge knowledge-based human intelligent experts paper problem acquisition base used expertise intelligence domain inductive rules machine artificial task
#51 0.103 results study research experiment experiments influence implications conducted laboratory field different indicate impact effectiveness future participants evidence test controlled involving
#282 0.074 power perspective process study rational political perspectives politics theoretical longitudinal case social rationality formation construction shows multiple instead understanding fact