The vocabulary problem in human-system communication
Communications of the ACM
Online help systems: design and implementation
Online help systems: design and implementation
Why CSCW applications fail: problems in the design and evaluationof organizational interfaces
CSCW '88 Proceedings of the 1988 ACM conference on Computer-supported cooperative work
Communications of the ACM - Special issue on computer graphics: state of the arts
Online help: a part of documentation
SIGDOC '92 Proceedings of the 10th annual international conference on Systems documentation
Building user-centered on-line help
Human-computer interaction
A field study of exploratory learning strategies
ACM Transactions on Computer-Human Interaction (TOCHI)
Augmenting organizational memory: a field study of answer garden
ACM Transactions on Information Systems (TOIS)
A set of principles for conducting and evaluating interpretive field studies in information systems
MIS Quarterly - Special issue on intensive research in information 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
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)
CHIC - a pluggable solution for community help in context
Proceedings of the 4th Nordic conference on Human-computer interaction: changing roles
Evaluating user interface systems research
Proceedings of the 20th annual ACM symposium on User interface software and technology
Toward a more accurate view of when and how people seek help with computer applications
SIGDOC '07 Proceedings of the 25th annual ACM international conference on Design of communication
The confusion of crowds: non-dyadic help interactions
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Understanding customer problem troubleshooting from storage system logs
FAST '09 Proccedings of the 7th conference on File and storage technologies
Software simulation as a tool for usable product design
IBM Systems Journal
Example-centric programming: integrating web search into the development environment
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
Into the wild: challenges and opportunities for field trial methods
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
Design lessons from the fastest q&a site in the west
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
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
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We present a multi-site field study to evaluate LemonAid, a crowdsourced contextual help approach that allows users to retrieve relevant questions and answers by making selections within the interface. We deployed LemonAid on 4 different web sites used by thousands of users and collected data over several weeks, gathering over 1,200 usage logs, 168 exit surveys, and 36 one-on-one interviews. Our results indicate that over 70% of users found LemonAid to be helpful, intuitive, and desirable for reuse. Software teams found LemonAid easy to integrate with their sites and found the analytics data aggregated by LemonAid a novel way of learning about users' popular questions. Our work provides the first holistic picture of the adoption and use of a crowdsourced contextual help system and offers several insights into the social and organizational dimensions of implementing such help systems for real-world applications.