CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Three levels of end-user tailoring: customization, integration, and extension
Computers and design in context
Coordination of communication: effects of shared visual context on collaborative work
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Proceedings of the 1st ACM/IEEE-CS joint conference on Digital libraries
Information use of service technicians in difficult cases
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Quality and effectiveness in web-based customer support systems
Information and Management
Knowledge and Productivity in Technical Support Work
Management Science
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
Where am I and who am I?: issues in collaborative technical help
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Problems within front-end support: Research Articles
Journal of Software Maintenance and Evolution: Research and Practice - Seventh European Conference on Software Maintenance and Reengineering (CSMR 2003)
Open Source Technical Support: A Look at Peer Help-Giving
HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 06
Dispelling "design" as the black art of CHI
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The practical indispensability of articulation work to immediate and remote help-giving
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Dynamic shared visual spaces: experimenting with automatic camera control in a remote repair task
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the 16th ACM SIGSOFT International Symposium on Foundations of software engineering
Understanding customer problem troubleshooting from storage system logs
FAST '09 Proccedings of the 7th conference on File and storage technologies
Computer Supported Cooperative Work
Information needs in bug reports: improving cooperation between developers and users
Proceedings of the 2010 ACM conference on Computer supported cooperative work
Understanding usability practices in complex domains
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Effect of providing a web-based collaboration medium for remote customer troubleshooting tasks
Proceedings of the 2007 conference on Human interface: Part II
Chronicle: capture, exploration, and playback of document workflow histories
UIST '10 Proceedings of the 23nd annual ACM symposium on User interface software and technology
IP-QAT: in-product questions, answers, & tips
Proceedings of the 24th annual ACM symposium on User interface software and technology
LemonAid: selection-based crowdsourced contextual help for web applications
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Mining whining in support forums with frictionary
CHI '12 Extended Abstracts on Human Factors in Computing Systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
| Hi-index | 0.01 |
Despite being an important channel for end-user assistance, few studies have directly investigated the interactions that occur in modern-day practice of software product support. We present results from a multi-dimensional analysis of product support activities at a leading design software company. We carried out a quantitative analysis of existing support requests, a survey with product support specialists, and follow-up interviews to understand the current practices in product support. In particular, we investigated the utility of different multimedia formats that modern web-based support systems enable. Our results showed that despite the value that these formats bring to support tasks, support specialists still face bottlenecks in remotely resolving software problems. We conclude by highlighting several opportunities in HCI for improving diagnosis and resolution of software issues over the web.