We discuss how a system to support the facilitation efforts of inexperienced case leaders can be brought close to reality. We begin by considering methods to support facilitation efforts directed at novices. For this purpose, we conduct two tests. Using the test results, we propose that as one capability of a support system, the system should include some mechanism for recommending participants found by pretesting to already have a high level of knowledge, and that such recommended participants be given particular encouragement by the facilitator to externalize their discoveries. Also, the system should include some mechanism for recommending how to split up group members based on pretest results. By this mechanism, we can provide each group with a good balance of participant skill levels, including participants with a high skill level, and such an arrangement should encourage the groups in learning occurrence by letting them discover a new viewpoint.
To ensure the availability of e-Government, it is necessary to handle diversity of administrative cases properly. This paper proposes RAQ (Rarely Asked Questions) to cover minor, non-conforming cases which are overlooked. We focused on effects of anonymity to prevent prejudice and to decrease the barrier to join. We did case study on non-conforming case in Japan, treating four kinds of mutual-aid on the Internet. As a result, we discovered that unofficial ways of information sharing are more effective to solve problems than official ways .The process to solve problems itself plays a role of covering diversity of cases, which are not aggregated to FAQ.Thus, we led RAQ, instead of FAQ. RAQ contains details of problems and empathy among people concerned. We argue that to ensure to RAQ functions in e-Government, it is necessary not only to make the best use of unofficial, informal mutual-aids but also promote information disclosure to be referred.
<p class="MsoNormal" style="text-align: left; margin: 0cm 0cm 0pt;" align="left"><span class="text"><span style="font-family: ";Arial";,";sans-serif";; font-size: 9pt;">Our study proposes mutual aid platforms for the resolution of uncommon or non-conforming cases in both administrative and commercial procedures. On reviewing inter-customer interaction, we came to rate RAQ over FAQ. We also reviewed former works on categorizing anonymity and related areas to support our research objectives. Conducting a study of knowledge search service, we were able to identify the differences between anonymous and traceable interaction in three non-conforming administrative cases. From a quantitative standpoint, we noted a tendency for anonymous communications to involve more participants. The accuracy of answers appeared not significantly variable, which was unexpected. From a qualitative view, more personal data were disclosed in anonymous interaction than in traceable interaction.</span></span><span style="font-family: ";Arial";,";sans-serif";; font-size: 9pt;"></span></p>
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