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Such easy-to-use systems!: How organizations shape the design and use of online help systems

Authors:

Mark S. AckermanAuthors Info & Claims

COCS '95: Proceedings of conference on Organizational computing systems

Pages 280 - 288

https://doi.org/10.1145/224019.224049

Published: 13 August 1995 Publication History

Abstract

Despite the pervasiveness and proliferation of computerized systems, people still get stuck when they are trying to use them. Because organizations are heavily invested in their systems, they seek efficient and effective means to allocate necessary resources to make systems usable. Online help systems attempt to provide such targeted assistance in a variety of modes. 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.

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Cited By

O. S(2019)Designing Online Help Desk System for CollegesInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology10.32628/CSEIT183893(408-415)Online publication date: 29-Jan-2019
https://doi.org/10.32628/CSEIT183893
Anderson RKolko BSchlenke LBrunette WHope ANathan RGerard WKeh JKawooya MBest MZegura EDonner JGrinter BMarsden G(2012)The midwife's assistantProceedings of the Fifth International Conference on Information and Communication Technologies and Development10.1145/2160673.2160700(200-210)Online publication date: 12-Mar-2012
https://dl.acm.org/doi/10.1145/2160673.2160700
Andrade ONovick DO'Neill HAparicio MCosta CProtopsaltis A(2008)Expressing help at appropriate levelsProceedings of the 26th annual ACM international conference on Design of communication10.1145/1456536.1456562(125-130)Online publication date: 22-Sep-2008
https://dl.acm.org/doi/10.1145/1456536.1456562
Show More Cited By

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Such easy-to-use systems!: How organizations shape the design and use of online help systems

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Published In

cover image ACM Conferences

COCS '95: Proceedings of conference on Organizational computing systems

August 1995

353 pages

ISBN:0897917065

DOI:10.1145/224019

Editors:
Nora Comstock
Comstock Connections, Austin, TX
,
Clarence Ellis
Univ. of Boulder, Boulder, CO

Copyright © 1995 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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IFIP WG 8.4: IFIP WG 8.4
SIGGROUP: ACM Special Interest Group on Supporting Group Work
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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 13 August 1995

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COOCS95: Conference on Organizational Computing Systems

August 13 - 16, 1995

California, Milpitas, USA

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Cited By

O. S(2019)Designing Online Help Desk System for CollegesInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology10.32628/CSEIT183893(408-415)Online publication date: 29-Jan-2019
https://doi.org/10.32628/CSEIT183893
Anderson RKolko BSchlenke LBrunette WHope ANathan RGerard WKeh JKawooya MBest MZegura EDonner JGrinter BMarsden G(2012)The midwife's assistantProceedings of the Fifth International Conference on Information and Communication Technologies and Development10.1145/2160673.2160700(200-210)Online publication date: 12-Mar-2012
https://dl.acm.org/doi/10.1145/2160673.2160700
Andrade ONovick DO'Neill HAparicio MCosta CProtopsaltis A(2008)Expressing help at appropriate levelsProceedings of the 26th annual ACM international conference on Design of communication10.1145/1456536.1456562(125-130)Online publication date: 22-Sep-2008
https://dl.acm.org/doi/10.1145/1456536.1456562
Dworman G(2007)Arbitration of a help systemInteractions10.1145/1189976.118999914:1(39-42)Online publication date: 1-Jan-2007
https://dl.acm.org/doi/10.1145/1189976.1189999
Willis MRobertson T(2006)Building effective help systemsProceedings of the 18th Australia conference on Computer-Human Interaction: Design: Activities, Artefacts and Environments10.1145/1228175.1228266(433-436)Online publication date: 20-Nov-2006
https://dl.acm.org/doi/10.1145/1228175.1228266
Stevens GWiedenhöfer T(2006)CHIC - a pluggable solution for community help in contextProceedings of the 4th Nordic conference on Human-computer interaction: changing roles10.1145/1182475.1182498(212-221)Online publication date: 14-Oct-2006
https://dl.acm.org/doi/10.1145/1182475.1182498
Yamakami T(2005)An approach toward fits evaluation between organizational culture and groupwareWorldwide Computing and Its Applications10.1007/3-540-63343-X_45(154-165)Online publication date: 29-Jul-2005
https://doi.org/10.1007/3-540-63343-X_45
Chen Y(2004)To help helpdesk: a field study of online help systems in campus contextCampus-Wide Information Systems10.1108/1065074041052951021:2(81-94)Online publication date: 1-Apr-2004
https://doi.org/10.1108/10650740410529510

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