Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
The social and interactional dimensions of human-computer interfaces
The SACSO System for Troubleshooting of Printing Systems
SCAI '01 Proceedings of the Seventh Scandinavian Conference on Artificial Intelligence
Supporting Dialogue Inferencing in Conversational Case-Based Reasoning
EWCBR '98 Proceedings of the 4th European Workshop on Advances in Case-Based Reasoning
Representations and requirements: the value of ethnography in system design
Human-Computer Interaction
Proceedings of the ninth conference on Participatory design: Expanding boundaries in design - Volume 1
Designing Technology as an Embedded Resource for Troubleshooting
Computer Supported Cooperative Work
Query Suggestion for On-Device Troubleshooting
INTERACT '09 Proceedings of the 12th IFIP TC 13 International Conference on Human-Computer Interaction: Part II
Query reformulation and refinement using NLP-based sentence clustering
ECIR'07 Proceedings of the 29th European conference on IR research
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Technical troubleshooting is a domain that has changed enormously in recent years. Instead of relying on visits from service personnel end users facing technical problems with machinery, for example computers and printers, can now seek assistance from systems that guide them toward an autonomous solution of the problem. Systems that can be offered to them are wide in their range, but typically fall either in the category of Expert Systems or searchable databases that can be queried with keyword searches. Both approaches present advantages and disadvantages in terms of flexibility to address different levels of user expertise and ease of maintenance. However, few studies explicitly address the issue of how best to design for a balance between guidance and user freedom in such systems. In the work reported here an office equipment manufacturer’s call centre was studied in order to understand the mechanisms used when human agents guide users toward a resolution. The overall aim here is not to reproduce the agent behaviour in a system, but rather to identify which interactional building blocks such a system should have. These are assessed in relation to the existing online knowledge base resources offered by the same company in order to exemplify the kinds of issues designers need to attend to in this domain.