The vocabulary problem in human-system communication
Communications of the ACM
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
Coupling a UI framework with automatic generation of context-sensitive animated help
UIST '90 Proceedings of the 3rd annual ACM SIGGRAPH symposium on User interface software and technology
ACM SIGDOC Asterisk Journal of Computer Documentation
Automatic generation of task-oriented help
Proceedings of the 8th annual ACM symposium on User interface and software technology
Principles of mixed-initiative user interfaces
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Helping people find what they don't know
Communications of the ACM
A vector space model for automatic indexing
Communications of the ACM
User interfaces and help systems: from helplessness to intelligent assistance
Artificial Intelligence Review
Context-Sensitive Help for Multimodal Dialogue
ICMI '02 Proceedings of the 4th IEEE International Conference on Multimodal Interfaces
Designing the whyline: a debugging interface for asking questions about program behavior
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Providing intelligent help across applications in dynamic user and environment contexts
Proceedings of the 10th international conference on Intelligent user interfaces
Automation and customization of rendered web pages
Proceedings of the 18th annual ACM symposium on User interface software and technology
Over the Shoulder Learning: Supporting Brief Informal Learning
Computer Supported Cooperative Work
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
Answering why and why not questions in user interfaces
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
CHIC - a pluggable solution for community help in context
Proceedings of the 4th Nordic conference on Human-computer interaction: changing roles
Crowdsourcing user studies with Mechanical Turk
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Predictors of answer quality in online Q&A sites
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Zoetrope: interacting with the ephemeral web
Proceedings of the 21st annual ACM symposium on User interface software and technology
Users of Open Source Software - How Do They Get Help?
HICSS '09 Proceedings of the 42nd Hawaii International Conference on System Sciences
Cheap and fast---but is it good?: evaluating non-expert annotations for natural language tasks
EMNLP '08 Proceedings of the Conference on Empirical Methods in Natural Language Processing
CommunityCommands: command recommendations for software applications
Proceedings of the 22nd annual ACM symposium on User interface software and technology
Example-centric programming: integrating web search into the development environment
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
What would other programmers do: suggesting solutions to error messages
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
ToolClips: an investigation of contextual video assistance for functionality understanding
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
What do people ask their social networks, and why?: a survey study of status message q&a behavior
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Are your participants gaming the system?: screening mechanical turk workers
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Modern software product support processes and the usage of multimedia formats
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Creating contextual help for GUIs using screenshots
Proceedings of the 24th 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
Searching for software learning resources using application context
Proceedings of the 24th annual ACM symposium on User interface software and technology
Supporting behavioral differences and changes in personal task management
CHI '13 Extended Abstracts on Human Factors in Computing Systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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Web-based technical support such as discussion forums and social networking sites have been successful at ensuring that most technical support questions eventually receive helpful answers. Unfortunately, finding these answers is still quite difficult, since users' textual queries are often incomplete, imprecise, or use different vocabularies to describe the same problem. We present LemonAid, a new approach to help that allows users to find help by instead selecting a label, widget, link, image or other user interface (UI) element that they believe is relevant to their problem. LemonAid uses this selection to retrieve previously asked questions and their corresponding answers. The key insight that makes LemonAid work is that users tend to make similar selections in the interface for similar help needs and different selections for different help needs. Our initial evaluation shows that across a corpus of dozens of tasks and thousands of requests, LemonAid retrieved a result for 90% of help requests based on UI selections and, of those, over half had relevant matches in the top 2 results.