I need someone to help! A taxonomy of helper-finding activities in the enterprise

Svetlana Yarosh, Tara Matthews, Michelle Zhou, Kate Ehrlich

Research output: Chapter in Book/Report/Conference proceedingConference contribution

13 Scopus citations

Abstract

Finding the right person to ask for help is a difficult task within a large enterprise. While there are a few studies detailing practices for finding an expert often in the context of an expertise locator system, there are fewer studies on workplace practices and challenges for finding a person who can help, especially independent of any particular technology. We conducted a two-part study of helper finding activities with 36 enterprise workers, representing different job roles and levels of experience. First, we present a taxonomy of workplace helper-finding needs that involves tasks, topics, and helper selection criteria, developed by analyzing two weeks of participant diaries describing helper-finding problems. Second, we present the results of follow-up interviews with each participant, focusing on helper-finding challenges in the workplace. Finally, we present design implications for systems aimed at supporting helper-finding in the workplace.

Original languageEnglish (US)
Title of host publicationCSCW 2013 - Proceedings of the 2013 ACM Conference on Computer Supported Cooperative Work
Pages1375-1385
Number of pages11
DOIs
StatePublished - Mar 18 2013
Event2013 2nd ACM Conference on Computer Supported Cooperative Work, CSCW 2013 - San Antonio, TX, United States
Duration: Feb 23 2013Feb 27 2013

Publication series

NameProceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW

Other

Other2013 2nd ACM Conference on Computer Supported Cooperative Work, CSCW 2013
CountryUnited States
CitySan Antonio, TX
Period2/23/132/27/13

Keywords

  • Diary study
  • Expertise location
  • Office
  • Social networking

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