Overhearing the crowd: an empirical examination of conversation reuse in a technical support community
dc.contributor.author | Hansen, Derek L. | |
dc.date.accessioned | 2017-04-15T12:03:54Z | |
dc.date.available | 2017-04-15T12:03:54Z | |
dc.date.issued | 2009 | |
dc.description.abstract | This paper describes a mixed method, empirical analysis of conversation reuse in an online technical support community. I find that the same characteristics that make the conversation successful (its highly personal, immediate, and socially engaging nature) make reuse of the conversation problematic. The archived discussion and wiki are reused to satisfy an immediate need, while the ongoing conversation is reused to help learn the practice. Use of the discussion archive and wiki repository are compared, showing benefits of the decontextualized, distilled wiki content for reuse. Implications of the findings on the design of "reuser friendly" tools and strategies are discussed. | |
dc.identifier.doi | 10.1145/1556460.1556484 | |
dc.language.iso | en | |
dc.publisher | ACM Press | |
dc.relation.ispartof | Communities and Technologies 2009: Proceedings of the Fourth Communities and Technologies Conference | |
dc.relation.ispartofseries | Communities and Technologies | |
dc.title | Overhearing the crowd: an empirical examination of conversation reuse in a technical support community | |
dc.type | Text | |
gi.citation.endPage | 164 | |
gi.citation.startPage | 155 | |
gi.citations.count | 12 | |
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gi.citations.element | Derek L. Hansen, Ben Shneiderman, Marc A. Smith (2011): Thread Networks, In: Analyzing Social Media Networks with NodeXL, doi:10.1016/b978-0-12-382229-1.00009-6 | |
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gi.citations.element | Derek L. Hansen, Ben Shneiderman, Marc Smith (2010): Visualizing Threaded Conversation Networks: Mining Message Boards and Email Lists for Actionable Insights, In: Lecture Notes in Computer Science, doi:10.1007/978-3-642-15470-6_7 | |
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gi.conference.sessiontitle | Full Papers |