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Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6
Kauai, Hawaii
January 04-January 07
ISBN: 0-7695-2507-5
ASCII Text
x 
 
Vandana Singh, Michael B. Twidale, Dinesh Rathi, "Open Source Technical Support: A Look at Peer Help-Giving," Hawaii International Conference on System Sciences, vol. 6, pp. 118c, Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6, 2006.
 
 
BibTex
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@article{ 10.1109/HICSS.2006.370,
author = {Vandana Singh and Michael B. Twidale and Dinesh Rathi},
title = {Open Source Technical Support: A Look at Peer Help-Giving},
journal ={Hawaii International Conference on System Sciences},
volume = {6},
year = {2006},
issn = {1530-1605},
pages = {118c},
doi = {http://doi.ieeecomputersociety.org/10.1109/HICSS.2006.370},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - CONF
JO - Hawaii International Conference on System Sciences
TI - Open Source Technical Support: A Look at Peer Help-Giving
SN - 1530-1605
SP
EP
A1 - Vandana Singh,
A1 - Michael B. Twidale,
A1 - Dinesh Rathi,
PY - 2006
KW - null
VL - 6
JA - Hawaii International Conference on System Sciences
ER -
 
Vandana Singh, University of Illinois at Urbana-Champaign
Michael B. Twidale, University of Illinois at Urbana-Champaign
Dinesh Rathi, University of Illinois at Urbana-Champaign
We explore online technical support of open source software by a study of postings to discussion boards. Our results indicate that there are several types of detail that are required by the help-givers to be able to diagnose and remediate help-seekers? difficulties. As a result help interactions may iterate somewhat inefficiently. These findings are compared with studies of telephone technical help lines for commercial software, and library reference interviews. By considering certain rather problematic interactions we can identify ways to improve the process.
Citation:
Vandana Singh, Michael B. Twidale, Dinesh Rathi, "Open Source Technical Support: A Look at Peer Help-Giving," hicss, vol. 6, pp.118c, Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) Track 6, 2006
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