A multi-site field study of crowdsourced contextual help: usage and perspectives of end users and software teams
A multi-site field study of crowdsourced contextual help: usage and perspectives of end users and software teams
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众包上下文帮助的多站点实地研究：最终用户和软件团队的使用和观点
DOI：
10.1145/2470654.2470685
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发表时间：
2013
期刊：
影响因子：
--
通讯作者：
Tovi Grossman
中科院分区：
文献类型：
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作者：
Parmit K. Chilana;Amy J. Ko;J. Wobbrock;Tovi Grossman
我们提出了一个多站点的实地研究，以评估柠檬援助，众包上下文帮助的方法，允许用户检索相关的问题和答案，在界面内进行选择。我们在4个不同的网站上部署了LemonAid，这些网站有数千名用户使用，并在几周内收集了数据，收集了1,200多个使用日志，168个退出调查和36个一对一的访谈。我们的研究结果表明，超过70%的用户发现LemonAid是有用的，直观的，并希望重用。软件团队发现LemonAid很容易与他们的网站集成，并发现LemonAid汇总的分析数据是了解用户流行问题的一种新颖方式。我们的工作提供了第一个全面的图片的采用和使用的众包上下文帮助系统，并提供了一些见解的社会和组织层面的实现这种帮助系统的现实世界的应用。
We present a multi-site field study to evaluate LemonAid, a crowdsourced contextual help approach that allows users to retrieve relevant questions and answers by making selections within the interface. We deployed LemonAid on 4 different web sites used by thousands of users and collected data over several weeks, gathering over 1,200 usage logs, 168 exit surveys, and 36 one-on-one interviews. Our results indicate that over 70% of users found LemonAid to be helpful, intuitive, and desirable for reuse. Software teams found LemonAid easy to integrate with their sites and found the analytics data aggregated by LemonAid a novel way of learning about users' popular questions. Our work provides the first holistic picture of the adoption and use of a crowdsourced contextual help system and offers several insights into the social and organizational dimensions of implementing such help systems for real-world applications.