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… 
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