To help helpdesk: a field study of online help systems in campus context

@article{Chen2004ToHH,
  title={To help helpdesk: a field study of online help systems in campus context},
  author={Ye Chen},
  journal={Campus-wide Information Systems},
  year={2004},
  volume={21},
  pages={81-94}
}
  • Ye Chen
  • Published 1 April 2004
  • Business
  • Campus-wide Information Systems
This paper reports on a field‐based study of online help systems at the University of Maryland. After collecting data by means of interview, observation and focus group, analysis is grounded on the contextual data, thus shedding light on particular organizational and human behavioral issues on online help systems. The objectives of this research are to offer insights, enhance understandings, and provide a meaningful guide to design online help systems for educational institutions. Based on the… 
View via Publisher
3 Citations
Background Citations
1

3 Citations

Managing In-House Development of a Campus-Wide Information System
TLDR
The case study shows that the advantages of formal governance brought by PRINCE 2 can be retained in a softer environment where user needs generate work packages and stage gates.
Data Systems and Reports as Active Participants in Data Interpretation
TLDR
Examples of how Over-the-Counter Data Standards can be applied to data systems and reports in order to report data to educators in ways most likely to render appropriate interpretation are featured.
The Politics of Emotion: Exploring Emotional Labor and Political Skill across Job Types within the IT/IS Profession
TLDR
The relationship between two interpersonal constructs, emotional labor and political skill, is found to be related, finding that people who possess high levels of political skill and people who perceive high expectations to express positive emotions at work are likely to make efforts to internalize their display of positive emotions through deep acting.

References

SHOWING 1-10 OF 31 REFERENCES
Such easy-to-use systems!: How organizations shape the design and use of online help systems
TLDR
This paper will review several online help systems, highlighting the organizational issues inherent in online help by focusing on the organizational arrangements that contextualize the design and use of these systems.
Online help: exploring static information or constructing personal and collaborative solutions using hypertext
TLDR
The evolution of online help book-oriented, exploratory, and constructive, which represents a higher level of complexity, customization, and interactivity, is discussed.
One proven methodology for designing robust online help systems
TLDR
Examination of the effectiveness of three online help systems implemented for the software application PhotoFinder showed that there was no statistically significant difference in users performance of completing a task between the three different kinds of online help.
Who exactly is trying to help us? The ethos of help systems in popular computer applications
TLDR
The help systems of computer applications attempt to provide useful and usable information within the very specific context of a user’s lack of adeptness at a particular task or lack of familiarity with a particular concept, but are usually a last resort, something that users try to avoid rather than willingly employ.
Knowledge-based help systems
TLDR
The need for help systems as an essential part of human-computer communication is demonstrated and it is illustrated that passive and active help systems have to be constructed as knowledge-based systems.
Prospects for active help in online documentation
TLDR
The study showed that the differences amongst users limit the potential for active help, and that help in making tactical choices amongst access methods offers more promise for improved user access.
Online help systems: design and implementation
This text summarizes the existing knowledge/experience about the design and implementation of help systems. It should help readers to understand design alternatives for help systems, make tradeoff…
The birth of a HELP system
TLDR
The aim of this paper is to provide both designers and users of help facilities with a framework of concepts that can be used for a better understanding of existing help systems, to design a new help system, and to test to newly designed help facilities.
The discovery of grounded theory: strategies for qualitative research aldine de gruyter
Most writing on sociological method has been concerned with how accurate facts can be obtained and how theory can thereby be more rigorously tested. In The Discovery of Grounded Theory, Barney Glaser…
Qualitative Analysis For Social Scientists
TLDR
This book presents a meta-coding pedagogical architecture grounded in awareness contexts that helps practitioners and students understand one another better and take responsibility for one another's learning.
...
...