research-article

Please help!: patterns of personalization in an online tech support board

Authors:

Erika Shehan PooleAuthors Info & Claims

C&T '09: Proceedings of the fourth international conference on Communities and technologies

Pages 285 - 294

https://doi.org/10.1145/1556460.1556501

Published: 25 June 2009 Publication History

Abstract

We analyze help-seeking strategies in two large tech support boards and observe a number of previously unreported differences between tech support boards and other types of online communities. Tech support boards are organized around technical topics and consumer products, yet the types of help people seek online are often grounded in deeply personal experiences. Family, holidays, school, and other personal contexts influence the types of help people seek online. We examine the nature of these personal contexts and offer ways of inferring need-based communities in tech support boards in order to better support users seeking technical help online.

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Cited By

Kropczynski JGhaiumy Anaraky RAkter MGodfrey ALipford HWisniewski P(2021)Examining Collaborative Support for Privacy and Security in the Broader Context of Tech CaregivingProceedings of the ACM on Human-Computer Interaction10.1145/34795405:CSCW2(1-23)Online publication date: 18-Oct-2021
https://dl.acm.org/doi/10.1145/3479540
Afacan EDündar GBaşkaya FPusane AYelten M(2019)On Chip Reconfigurable CMOS Analog Circuit Design and Automation Against Aging PhenomenaACM Transactions on Design Automation of Electronic Systems10.1145/332506924:4(1-22)Online publication date: 28-Jun-2019
https://dl.acm.org/doi/10.1145/3325069
Burcea FHerrmann ALi BGraeb H(2019)MEMS-IC Robustness Optimization Considering Electrical and Mechanical Design and Process ParametersACM Transactions on Design Automation of Electronic Systems10.1145/332506824:4(1-24)Online publication date: 14-Jun-2019
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Index Terms

Please help!: patterns of personalization in an online tech support board
1. Human-centered computing

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cover image ACM Other conferences

C&T '09: Proceedings of the fourth international conference on Communities and technologies

June 2009

306 pages

ISBN:9781605587134

DOI:10.1145/1556460

General Chair:
John M. Carroll
College of Information Sciences and Technology, the Pennsylvania State University, USA

Copyright © 2009 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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Published: 25 June 2009

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C&T '09

C&T '09: Communities and Technologies

June 25 - 27, 2009

PA, University Park, USA

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Cited By

Kropczynski JGhaiumy Anaraky RAkter MGodfrey ALipford HWisniewski P(2021)Examining Collaborative Support for Privacy and Security in the Broader Context of Tech CaregivingProceedings of the ACM on Human-Computer Interaction10.1145/34795405:CSCW2(1-23)Online publication date: 18-Oct-2021
https://dl.acm.org/doi/10.1145/3479540
Afacan EDündar GBaşkaya FPusane AYelten M(2019)On Chip Reconfigurable CMOS Analog Circuit Design and Automation Against Aging PhenomenaACM Transactions on Design Automation of Electronic Systems10.1145/332506924:4(1-22)Online publication date: 28-Jun-2019
https://dl.acm.org/doi/10.1145/3325069
Burcea FHerrmann ALi BGraeb H(2019)MEMS-IC Robustness Optimization Considering Electrical and Mechanical Design and Process ParametersACM Transactions on Design Automation of Electronic Systems10.1145/332506824:4(1-24)Online publication date: 14-Jun-2019
https://dl.acm.org/doi/10.1145/3325068
Wenzl MMerzdovnik GUllrich JWeippl E(2019)From Hack to Elaborate Technique—A Survey on Binary RewritingACM Computing Surveys10.1145/331641552:3(1-37)Online publication date: 18-Jun-2019
https://dl.acm.org/doi/10.1145/3316415
Li YYilmaz ESarson POzev S(2019)Adaptive Test for RF/Analog Circuit Using Higher Order Correlations among MeasurementsACM Transactions on Design Automation of Electronic Systems10.1145/330856624:4(1-16)Online publication date: 26-Jun-2019
https://dl.acm.org/doi/10.1145/3308566
Rahman MTseng LNguyen SGupta IVaidya N(2017)Characterizing and Adapting the Consistency-Latency Tradeoff in Distributed Key-Value StoresACM Transactions on Autonomous and Adaptive Systems10.1145/299765411:4(1-36)Online publication date: 10-Jan-2017
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Roy AMisra SKar PMondal A(2017)Topology Control for Self-Adaptation in Wireless Sensor Networks with Temporary Connection ImpairmentACM Transactions on Autonomous and Adaptive Systems10.1145/297968011:4(1-34)Online publication date: 10-Jan-2017
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Srba IBielikova M(2016)A Comprehensive Survey and Classification of Approaches for Community Question AnsweringACM Transactions on the Web10.1145/293468710:3(1-63)Online publication date: 16-Aug-2016
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Muller MEhrlich KMatthews TPerer ARonen IGuy IKonstan JChi EHöök K(2012)Diversity among enterprise online communitiesProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/2207676.2208685(2815-2824)Online publication date: 5-May-2012
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Poole EPoltrock SSimone CGrudin JMark GRiedl J(2012)Interacting with infrastructureProceedings of the ACM 2012 conference on Computer Supported Cooperative Work10.1145/2145204.2145319(759-768)Online publication date: 11-Feb-2012
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