Answer Garden: a tool for growing organizational memory
COCS '90 Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems
GroupLens: an open architecture for collaborative filtering of netnews
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Improving problem-oriented mailing list archives with MCS
Proceedings of the 22nd international conference on Software engineering
Visualization components for persistent conversations
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Community Portals and Collective Goods: Conversation Archives as an Information Resource
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 3 - Volume 3
I-DIAG: from community discussion to knowledge distillation
Communities and technologies
ACM Transactions on Computer-Human Interaction (TOCHI)
Expertise networks in online communities: structure and algorithms
Proceedings of the 16th international conference on World Wide Web
Toward a Theory of Knowledge Reuse: Types of Knowledge Reuse Situations and Factors in Reuse Success
Journal of Management Information Systems
Arkose: reusing informal information from online discussions
Proceedings of the 2007 international ACM conference on Supporting group work
Knowledge sharing, maintenance, and use in online support communities
Knowledge sharing, maintenance, and use in online support communities
AMT'10 Proceedings of the 6th international conference on Active media technology
Tea and sympathy: crafting positive new user experiences on wikipedia
Proceedings of the 2013 conference on Computer supported cooperative work
Learning and best practices for learning in open-source software communities
Computers & Education
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This paper describes a mixed method, empirical analysis of conversation reuse in an online technical support community. I find that the same characteristics that make the conversation successful (its highly personal, immediate, and socially engaging nature) make reuse of the conversation problematic. The archived discussion and wiki are reused to satisfy an immediate need, while the ongoing conversation is reused to help learn the practice. Use of the discussion archive and wiki repository are compared, showing benefits of the decontextualized, distilled wiki content for reuse. Implications of the findings on the design of "reuser friendly" tools and strategies are discussed.