Just talk to me: a field study of expertise location
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Visualization components for persistent conversations
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The Virtual Community: Homesteading on the Electronic Frontier
The Virtual Community: Homesteading on the Electronic Frontier
Life on the Screen: Identity in the Age of the Internet
Life on the Screen: Identity in the Age of the Internet
Slash(dot) and burn: distributed moderation in a large online conversation space
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Behind the help desk: evolution of a knowledge management system in a large organization
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Assessing differential usage of usenet social accounting meta-data
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Talk to me: foundations for successful individual-group interactions in online communities
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Talk amongst yourselves: inviting users to participate in online conversations
Proceedings of the 12th international conference on Intelligent user interfaces
Home networking and HCI: what hath god wrought?
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Designing software for consumers to easily set up a secure home network
CHI '07 Extended Abstracts on Human Factors in Computing Systems
The work to make a home network work
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Expertise networks in online communities: structure and algorithms
Proceedings of the 16th international conference on World Wide Web
QuME: a mechanism to support expertise finding in online help-seeking communities
Proceedings of the 20th annual ACM symposium on User interface software and technology
Discovering authorities in question answer communities by using link analysis
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
Finding high-quality content in social media
WSDM '08 Proceedings of the 2008 International Conference on Web Search and Data Mining
Knowledge sharing and yahoo answers: everyone knows something
Proceedings of the 17th international conference on World Wide Web
HLT-Short '08 Proceedings of the 46th Annual Meeting of the Association for Computational Linguistics on Human Language Technologies: Short Papers
End-user perspectives on home networking
IEEE Communications Magazine
Self service technologies: eliminating pain points of traditional call centers
Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology
Social learning and technical capital on the social web
Crossroads - The Social Web
Inventive leisure practices: understanding hacking communities as sites of sharing and innovation
CHI '11 Extended Abstracts on Human Factors in Computing Systems
Interacting with infrastructure: a case for breaching experiments in home computing research
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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We analyze help-seeking strategies in two large tech support boards and observe a number of previously unreported differences between tech support boards and other types of online communities. Tech support boards are organized around technical topics and consumer products, yet the types of help people seek online are often grounded in deeply personal experiences. Family, holidays, school, and other personal contexts influence the types of help people seek online. We examine the nature of these personal contexts and offer ways of inferring need-based communities in tech support boards in order to better support users seeking technical help online.