The process of question answering: A computer simulation of cognition

This article examines the process of specifying a question-answering help facility in the context of UNIX mail. The specification was based upon experimental expert-user facilitative dialogues. These dialogues were analyzed using a classification scheme developed for the purpose. The scheme provides a metalanguage for describing patterns of intent and rhetorical structure in dialogue. Using the scheme as a tool, common patterns in expert-user dialogue emerged, providing insights into both tutoring strategy and the linguistic forms required to generate help output.