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

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dc.contributor.authorYardi, Sarita
dc.contributor.authorShehan Poole, Erika
dc.date.accessioned2017-04-15T12:03:49Z
dc.date.available2017-04-15T12:03:49Z
dc.date.issued2009
dc.description.abstractWe 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.
dc.identifier.doi10.1145/1556460.1556501
dc.language.isoen
dc.publisherACM Press
dc.relation.ispartofCommunities and Technologies 2009: Proceedings of the Fourth Communities and Technologies Conference
dc.relation.ispartofseriesCommunities and Technologies
dc.titlePlease help!: patterns of personalization in an online tech support board
dc.typeText
gi.citation.endPage294
gi.citation.startPage285
gi.conference.sessiontitleFull Papers

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