An ethnographic study of technical support workers: why we didn't build a tech support digital library

Abstract

In this paper we describe the results of an ethnographic study of the information behaviourss of university technical support workers and their information needs. The study looked at how the group identified, located and used information from a variety of sources to solve problems arising in the course of their work. The results of the investigation are… (More)
DOI: 10.1145/379437.379480

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Cite this paper

@inproceedings{Cunningham2001AnES, title={An ethnographic study of technical support workers: why we didn't build a tech support digital library}, author={Sally Jo Cunningham and Chris Knowles and Nina Reeves}, booktitle={JCDL}, year={2001} }