Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Debugging and the experience of immediacy
Communications of the ACM
A Knowledge-based Approach to Handling Exceptions inWorkflow Systems
Computer Supported Cooperative Work
An end-user tool for e-commerce debugging
Proceedings of the 8th international conference on Intelligent user interfaces
Out of context: computer systems that adapt to, and learn from, context
IBM Systems Journal
Supporting user hypotheses in problem diagnosis
Proceedings of the 9th international conference on Intelligent user interfaces
Magpie: supporting browsing and navigation on the semantic web
Proceedings of the 9th international conference on Intelligent user interfaces
Common sense investing: bridging the gap between expert and novice
CHI '04 Extended Abstracts on Human Factors in Computing Systems
A goal-oriented interface to consumer electronics using planning and commonsense reasoning
Proceedings of the 11th international conference on Intelligent user interfaces
Using a process graph to improve system-user knowledge sharing
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
A goal-oriented interface to consumer electronics using planning and commonsense reasoning
Knowledge-Based Systems
A model of user adoption of interface agents for email notification
Interacting with Computers
Steptorials: mixed-initiative learning of high-functionality applications
Proceedings of the 19th international conference on Intelligent User Interfaces
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One of the biggest unaddressed challenges for the digital economy is what to do when electronic transactions go wrong. Consumers are frustrated by interminable phone menus, and long delays to problem resolution. Businesses are frustrated by the high cost of providing quality customer service.We believe that many simple problems, such as mistyped numbers or lost orders, could be easily diagnosed if users were supplied with end-user debugging tools, analogous to tools for software debugging. These tools can show the history of actions and data, and provide assistance for keeping track of and testing hypotheses. These tools would benefit not only users, but businesses as well by decreasing the need for customer service.