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dc.contributor.authorIvory, Melody Y.
dc.contributor.authorMartin, Andrew P.
dc.contributor.authorMegraw, Rodrick
dc.contributor.authorSlabosky, Beverly
dc.date.accessioned2005-08-29T15:53:38Z
dc.date.available2005-08-29T15:53:38Z
dc.date.issued2005-08-29T15:53:38Z
dc.identifier.urihttp://hdl.handle.net/1773/2083
dc.descriptionMelody 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.abstractUsers 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of users reported that they use web-based content to help them to resolve IT problems; use of web-based content superseded their use of printed and electronic documentation and their communication with technical support specialists and other people.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.sponsorshipNational Science Foundation (IIS-0414385)en
dc.format.extent492894 bytes
dc.format.mimetypeapplication/pdf
dc.language.isoen_US
dc.relation.ispartofseriesTechnical Report;IS-TR-2005-08-02
dc.subjectUser Assistanceen
dc.subjectOnline Helpen
dc.subjectSoftware Applicationsen
dc.subjectWWWen
dc.subjectMobile Devicesen
dc.subjectAccessibilityen
dc.titleHelping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Weben
dc.typeTechnical Reporten


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