Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Just talk to me: a field study of expertise location
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
A framework of knowledge management systems: issues and challenges for theory and practice
ICIS '00 Proceedings of the twenty first international conference on Information systems
Coordinating Expertise in Software Development Teams
Management Science
More Than an Answer: Information Relationships for Actionable Knowledge
Organization Science
Social matching: A framework and research agenda
ACM Transactions on Computer-Human Interaction (TOCHI)
Expertise sharing in a heterogeneous organizational environment
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Searching for experts in the enterprise: combining text and social network analysis
Proceedings of the 2007 international ACM conference on Supporting group work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
SmallBlue: People Mining for Expertise Search
IEEE MultiMedia
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Expert recommender systems in practice: evaluating semi-automatic profile generation
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Guess who?: enriching the social graph through a crowdsourcing game
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Effects of community size and contact rate in synchronous social q&a
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Design lessons from the fastest q&a site in the west
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Asking the right person: supporting expertise selection in the enterprise
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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Finding the right person to ask for help is a difficult task within a large enterprise. While there are a few studies detailing practices for finding an expert often in the context of an expertise locator system, there are fewer studies on workplace practices and challenges for finding a person who can help, especially independent of any particular technology. We conducted a two-part study of helper-finding activities with 36 enterprise workers, representing different job roles and levels of experience. First, we present a taxonomy of workplace helper-finding needs that involves tasks, topics, and helper selection criteria, developed by analyzing two weeks of participant diaries describing helper-finding problems. Second, we present the results of follow-up interviews with each participant, focusing on helper-finding challenges in the workplace. Finally, we present design implications for systems aimed at supporting helper-finding in the workplace.