A Comparative Study of How Experts and Novices Use a Decision Aid to Solve Problems in Complex Knowledge Domains

Jane M. Mackay and Joyce J. Elam
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Jane M. Mackay: Management Department, M. J. Neeley School of Business, Box 32868, Texas Christian University, Fort Worth, Texas 76129
Joyce J. Elam: Department of Decision Sciences and Information Systems, Florida International University, Miami, Florida 33199

Information Systems Research, 1992, vol. 3, issue 2, 150-172

Abstract: This paper reports the results of a study that examined the way that professionals used a particular decision aid, spreadsheet software, to address a business-oriented task. The professionals were divided into four groups, depending on whether they were experts or novices in the functional area of business represented by the task and on whether they were experts or novices in the use of spreadsheet software. The physical interactions as well as the thought processes underlying these interactions were captured. Results of the study indicated that a lack of expertise in spreadsheet software usage inhibited the application of functional area knowledge. The behavior and outcomes of the functional area expert/spreadsheet novice group did not match those of the functional area expert/spreadsheet expert group. In fact, they paralleled more closely those of the other two groups that did not possess functional area knowledge. Results of the study also indicated that individuals need to obtain a level of expertise in using a decision aid before they are able to apply their functional area knowledge to the problem at hand.

Keywords: decision aids; DSS; problem solving; decision making; human-computer interaction (search for similar items in EconPapers)
Date: 1992
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