Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
"Ask before you search": peer support and community building with reachout
CSCW '02 Proceedings of the 2002 ACM conference on Computer supported cooperative work
Discretionary adoption of group support software: lessons from calendar applications
Implementing collaboration technologies in industry
Exploring bilingual, task-oriented, document-centric chat
Proceedings of the ACM 2009 international conference on Supporting group work
Design methods for ethical persuasive computing
Proceedings of the 4th International Conference on Persuasive Technology
Overseer: A Mobile Context-Aware Collaboration and Task Management System for Disaster Response
C5 '10 Proceedings of the 2010 Eighth International Conference on Creating, Connecting and Collaborating through Computing
Leveraging social networks for corporate staffing and expert recommendation
IBM Journal of Research and Development
Effects of community size and contact rate in synchronous social q&a
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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We present a case study of BlueReach, an expertise sharing application that uses synchronous chat to connect question askers with subject-matter experts. We discuss how the solution evolved over time, and the generally high level of acceptance from users and volunteer experts. We include survey findings and usage data, which indicate that in spite of initial concerns that the experts would be overwhelmed by questions, usage has been fairly low and relatively flat. We examine this phenomenon and conclude with a discussion of lessons learned.