DocumentCode
449913
Title
Open Source Technical Support: A Look at Peer Help-Giving
Author
Singh, Vandana ; Twidal, Michael B. ; Rathi, Dinesh
Author_Institution
University of Illinois at Urbana-Champaign
Volume
6
fYear
2006
fDate
04-07 Jan. 2006
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.
Keywords
Books; Computational efficiency; Costs; Linux; Manuals; Open source software; Peer to peer computing; Software libraries; Telephony; Usability;
fLanguage
English
Publisher
ieee
Conference_Titel
System Sciences, 2006. HICSS '06. Proceedings of the 39th Annual Hawaii International Conference on
ISSN
1530-1605
Print_ISBN
0-7695-2507-5
Type
conf
DOI
10.1109/HICSS.2006.370
Filename
1579528
Link To Document