Files in this item



application/pdfhicss_Vandana.pdf (185kB)
Main articlePDF


Title:Open Source Technical Support: A Look at Peer Help-Giving
Author(s):Singh, Vandana; Twidale, Michael B.; Rathi, Dinesh
Subject(s):open source software
Abstract:We explore online technical support of open source software by a study of postings to discussion boards. Our results indicate that there are several types of detail that are required by the help-givers to be able to diagnose and remediate help-seekers’ difficulties. As a result help interactions may iterate somewhat inefficiently. These findings are compared with studies of telephone technical help lines for commercial software, and library reference interviews. By considering certain rather problematic interactions we can identify ways to improve the process.
Issue Date:2006
Citation Info:Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6 p118c.
Genre:Conference Paper / Presentation
Publication Status:published or submitted for publication
Peer Reviewed:is peer reviewed
Date Available in IDEALS:2009-02-10

This item appears in the following Collection(s)

Item Statistics