University of Illinois Urbana-Champaign

Open Source Technical Support: A Look at Peer Help-Giving

Singh, Vandana; Twidale, Michael B.; Rathi, Dinesh

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https://hdl.handle.net/2142/9606

Description

Title
Open Source Technical Support: A Look at Peer Help-Giving
Author(s)
  • Singh, Vandana
  • Twidale, Michael B.
  • Rathi, Dinesh
Issue Date
2006
Keyword(s)
  • open source software
  • help-giving
Abstract
We explore online technical support of open source software by a study of postings to discussion boards. Our results indicate that there are several types of detail that are required by the help-givers to be able to diagnose and remediate help-seekers’ difficulties. As a result help interactions may iterate somewhat inefficiently. These findings are compared with studies of telephone technical help lines for commercial software, and library reference interviews. By considering certain rather problematic interactions we can identify ways to improve the process.
Type of Resource
text
Language
en
Permalink
http://hdl.handle.net/2142/9606

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