Open source technical support: A look at peer help-giving

Vandana Singh, Michael B. Twidale, Dinesh Rathi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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.

Original languageEnglish (US)
Title of host publicationProceedings of the 39th Annual Hawaii International Conference on System Sciences, HICSS'06
Pages118c
DOIs
StatePublished - 2006
Event39th Annual Hawaii International Conference on System Sciences, HICSS'06 - Kauai, HI, United States
Duration: Jan 4 2006Jan 7 2006

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
Volume6
ISSN (Print)1530-1605

Other

Other39th Annual Hawaii International Conference on System Sciences, HICSS'06
CountryUnited States
CityKauai, HI
Period1/4/061/7/06

ASJC Scopus subject areas

  • Engineering(all)

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