Helping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Web

ResearchWorks/Manakin Repository

Search ResearchWorks


Advanced Search

Browse

My Account

Statistics

Related Information

Helping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Web

Show simple item record

dc.contributor.author Ivory, Melody Y.
dc.contributor.author Martin, Andrew P.
dc.contributor.author Megraw, Rodrick
dc.contributor.author Slabosky, Beverly
dc.date.accessioned 2005-08-29T15:53:38Z
dc.date.available 2005-08-29T15:53:38Z
dc.date.issued 2005-08-29T15:53:38Z
dc.identifier.uri http://hdl.handle.net/1773/2083
dc.description Melody Y. Ivory, Andrew P. Martin, Rodrick Megraw, and Beverly Slabosky, Helping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Web, Technical Report IS-TR-2005-08-02, Information School, University of Washington, August 26, 2005. en
dc.description.abstract Users need help systems to support their use of complex information technology (IT); however, several studies have shown help systems to be inadequate. To identify ways in which to improve help systems, we administered an online questionnaire to 107 IT users from diverse populations. The questionnaire probed users’ current perceptions and use of help systems that are within software applications, web sites, and mobile devices. A major finding was that two-thirds of users reported that they use web-based content to help them to resolve IT problems; use of web-based content superseded their use of printed and electronic documentation and their communication with technical support specialists and other people. Our study also revealed accessibility issues with online questionnaire systems; we describe specific problems and how we addressed them. Based on our findings, we propose the development of a portal system to harvest help content from various sources, organize intelligently the content, and enable users to search or browse for help on specific IT problems. We consider the system to be an ideal application for the Semantic Web and advocate research and industry collaboration to develop the necessary infrastructure. en
dc.description.sponsorship National Science Foundation (IIS-0414385) en
dc.format.extent 492894 bytes
dc.format.mimetype application/pdf
dc.language.iso en_US
dc.relation.ispartofseries Technical Report;IS-TR-2005-08-02
dc.subject User Assistance en
dc.subject Online Help en
dc.subject Software Applications en
dc.subject WWW en
dc.subject Mobile Devices en
dc.subject Accessibility en
dc.title Helping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Web en
dc.type Technical Report en


Files in this item

Files Size Format View
help_web_report.pdf 481.3Kb PDF View/Open

The following license files are associated with this item:

This item appears in the following Collection(s)

Show simple item record