The Intelligent Helpdesk: Supporting Peer-Help in a University Course

  title={The Intelligent Helpdesk: Supporting Peer-Help in a University Course},
  author={Jim E. Greer and Gordon I. McCalla and John Cooke and Jason A. Collins and Vivekanandan Kumar and Andrew Bishop and Julita Vassileva},
  booktitle={Intelligent Tutoring Systems},
Universities, experiencing growths in student enrollment and reductions in operating budgets, are faced with the problem of providing adequate help resources for students. [] Key Method One of its components, CPR, provides a subject-oriented discussion forum and FAQ-list providing students with electronic help. Another component, PHelpS, suggests an appropriate peer to provide human help. In both cases it is peer help, since the help originates from students themselves. The selection of the appropriate help…
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