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Please help!: patterns of personalization in an online tech support board

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2009

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Communities and Technologies 2009: Proceedings of the Fourth Communities and Technologies Conference
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ACM Press

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We analyze help-seeking strategies in two large tech support boards and observe a number of previously unreported differences between tech support boards and other types of online communities. Tech support boards are organized around technical topics and consumer products, yet the types of help people seek online are often grounded in deeply personal experiences. Family, holidays, school, and other personal contexts influence the types of help people seek online. We examine the nature of these personal contexts and offer ways of inferring need-based communities in tech support boards in order to better support users seeking technical help online.

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Yardi, Sarita; Shehan Poole, Erika (2009): Please help!: patterns of personalization in an online tech support board. Communities and Technologies 2009: Proceedings of the Fourth Communities and Technologies Conference. DOI: 10.1145/1556460.1556501. ACM Press. pp. 285-294. Full Papers

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10.1145/1556460.1556501

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C&T 2009: Proceedings of the Fourth Communities and Technologies Conference

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Number of citations to item: 8

  • Erika Shehan Poole (2012): Interacting with infrastructure, In: Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work, doi:10.1145/2145204.2145319
  • Michael Muller, Kate Ehrlich, Tara Matthews, Adam Perer, Inbal Ronen, Ido Guy (2012): Diversity among enterprise online communities, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2207676.2208685
  • Bradford W. Hesse, Mary O'Connell, Erik M. Augustson, Wen-Ying Sylvia Chou, Abdul R. Shaikh, Lila J. Finney Rutten (2011): Realizing the Promise of Web 2.0: Engaging Community Intelligence, In: Journal of Health Communication sup1(16), doi:10.1080/10810730.2011.589882
  • Ivan Srba, Maria Bielikova (2016): A Comprehensive Survey and Classification of Approaches for Community Question Answering, In: ACM Transactions on the Web 3(10), doi:10.1145/2934687
  • Sarita Yardi (2009): Social learning and technical capital on the social web, In: XRDS: Crossroads, The ACM Magazine for Students 2(16), doi:10.1145/1665997.1666000
  • Tricia Wang, Joseph 'Jofish' Kaye (2011): Inventive leisure practices, In: CHI '11 Extended Abstracts on Human Factors in Computing Systems, doi:10.1145/1979742.1979615
  • Jess Kropczynski, Reza Ghaiumy Anaraky, Mamtaj Akter, Amy J. Godfrey, Heather Lipford, Pamela J. Wisniewski (2021): Examining Collaborative Support for Privacy and Security in the Broader Context of Tech Caregiving, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(5), doi:10.1145/3479540
  • Jakita O. Thomas, Yolanda A. Rankin, Neil Boyette (2009): Self service technologies, In: Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology, doi:10.1145/1641587.1641596
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