A programmer's apprentice: a session with KBEmacs
Readings in artificial intelligence and software engineering
Providing intelligent assistance in distributed office environments
Distributed Artificial Intelligence
Towards a consultative on-line help system
International Journal of Man-Machine Studies
Providing opportunistic enrichment in customized on-line assistance
IUI '93 Proceedings of the 1st international conference on Intelligent user interfaces
Augmenting the organizational memory: a field study of answer garden
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
The role of “help networks” in facilitating use of CSCW tools
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
UM '99 Proceedings of the seventh international conference on User modeling
CHI '85 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Reasoning about computational resource allocation
Crossroads - Special issue on artificial intelligence
Agents to assist in finding help
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Communications of the ACM
Question-answering by predictive annotation
SIGIR '00 Proceedings of the 23rd annual international ACM SIGIR conference on Research and development in information retrieval
Online help systems: a conspectus
Communications of the ACM
Talking to UNIX in English: an overview of UC
Communications of the ACM
What makes Web sites credible?: a report on a large quantitative study
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Social navigation of food recipes
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
An empirical study of human Web assistants: implications for user support in Web information systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Using Justification Patterns to Advise Novice UNIX Users
Artificial Intelligence Review - Special issue on intelligent help systems for Unix part III: natural language dialogue
User modelling for live help systems: initial results
Proceedings of the 3rd ACM conference on Electronic Commerce
ITS '92 Proceedings of the Second International Conference on Intelligent Tutoring Systems
Inspecting and Visualizing Distributed Bayesian Student Models
ITS '00 Proceedings of the 5th International Conference on Intelligent Tutoring Systems
Adaptive interfaces and agents
The human-computer interaction handbook
Plan-based intelligent assistance: an approach to supporting the software development process
Plan-based intelligent assistance: an approach to supporting the software development process
Helping the helper in peer help networks
Helping the helper in peer help networks
The lumière project: Bayesian user modeling for inferring the goals and needs of software users
UAI'98 Proceedings of the Fourteenth conference on Uncertainty in artificial intelligence
Privacy issues in educational systems
International Journal of Internet Technology and Secured Transactions
Innovative ICT to improve student learning support: the case of an Austral-Asian University
International Journal of Learning Technology
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Online help for learners can be classified along many dimensions including, passive to active, canned to knowledge-based, generic to task specific, collaborative to autonomous, and centralised to distributed. Across these dimensions, software tools that support online help employ techniques such as dialogue analysis, user modelling, context-specific inferencing, collaborative communication, and task-specific pedagogies. In this paper, we present a framework that seamlessly integrates help tools and techniques to facilitate three-way dialogues between a person who requires help (learner), a person who provides help (helper), and the online assistant help system (Helper's Assistant) that mediates between the learner and the helper. The focus of the framework is to provide personalised and context-specific help. We present a case for the need for such online assistants, review some of the key techniques employed in help systems, discuss the salient features of the framework in assisting online helpers, and describe the design and analysis of a study investigating the effectiveness of Helper's Assistant. The novelty in this approach lies particularly in the fact that the focus of the assistant is helping the helper and not the learner directly.