The vocabulary problem in human-system communication
Communications of the ACM
An Approach to Classify Software Maintenance Requests
ICSM '02 Proceedings of the International Conference on Software Maintenance (ICSM'02)
Tree-Based Methods for Classifying Software Failures
ISSRE '04 Proceedings of the 15th International Symposium on Software Reliability Engineering
Accurate unlexicalized parsing
ACL '03 Proceedings of the 41st Annual Meeting on Association for Computational Linguistics - Volume 1
A Linguistic Analysis of How People Describe Software Problems
VLHCC '06 Proceedings of the Visual Languages and Human-Centric Computing
Hot Topic Extraction Based on Timeline Analysis and Multidimensional Sentence Modeling
IEEE Transactions on Knowledge and Data Engineering
An approach to detecting duplicate bug reports using natural language and execution information
Proceedings of the 30th international conference on Software engineering
The confusion of crowds: non-dyadic help interactions
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Is it a bug or an enhancement?: a text-based approach to classify change requests
CASCON '08 Proceedings of the 2008 conference of the center for advanced studies on collaborative research: meeting of minds
Undo and erase events as indicators of usability problems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
How power users help and hinder open bug reporting
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Summarizing software artifacts: a case study of bug reports
Proceedings of the 32nd ACM/IEEE International Conference on Software Engineering - Volume 1
Eddi: interactive topic-based browsing of social status streams
UIST '10 Proceedings of the 23nd annual ACM symposium on User interface software and technology
Natural Language Processing Based Detection of Duplicate Defect Patterns
COMPSACW '10 Proceedings of the 2010 IEEE 34th Annual Computer Software and Applications Conference Workshops
Hip and trendy: Characterizing emerging trends on Twitter
Journal of the American Society for Information Science and Technology
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Characterizing the usability of interactive applications through query log analysis
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Post-deployment usability: a survey of current practices
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
A case study of post-deployment user feedback triage
Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering
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Millions of people request help with software in support forums, creating a massive repository of user experiences ripe for mining. We present Frictionary, a tool for automatically extracting, aggregating, and organizing problem described in support forums, enabling timely problem frequency and prevalence metrics. We applied it to 89,760 Firefox support requests from 4 sources gathered over 10 months. Interviews with the Firefox principal designer and support lead suggest that Frictionary could be a useful tool for prioritizing engineering efforts, but that the extraction would need to be more precise to be useful.