Please Help! Patterns of Personalization in an Online Tech Support Board
Please Help! Patterns of Personalization in an Online Tech Support Board
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发表时间：
2009
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通讯作者：
E. Poole
中科院分区：
文献类型：
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作者：
S. Yardi;E. Poole
我们分析了两个大型技术支持委员会的求助策略，并观察到技术支持委员会与其他类型的在线社区之间存在许多以前未报道的差异。技术支持委员会是围绕技术主题和消费者产品组织的，但人们在网上寻求的帮助类型往往植根于深刻的个人经验。家庭、假期、学校和其他个人环境会影响人们在网上寻求帮助的类型。为了更好地支持在线寻求技术帮助的用户，我们研究了这些个人背景的性质，并在技术支持板上提供了推断基于需求的社区的方法。
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.