Evolution of contact point: A case study of a help desk and its users

Proceedings of the ACM Conference on Computer Supported Cooperative Work

Volumn , Issue , 2000, Pages 41-43

  Mamykina, L ^a   Wolf, C G ^a  

^a Georgia Institute of Technology   (United States)

Author keywords

Case study; Design process; Help desk; User needs; User centered design

Indexed keywords

ADMINISTRATIVE DATA PROCESSING; ENGINEERING RESEARCH; INDUSTRIAL RELATIONS; SOCIETIES AND INSTITUTIONS; WORLD WIDE WEB;

SOFTWARE PACKAGE CONTACT POINT; TECHNICAL SERVICES ORGANIZATION;

COMPUTER AIDED SOFTWARE ENGINEERING;

EID: 0034447121     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (11)

1. Considering an organization's memory
2. Augmenting the organizational memory: A field study of answer garden
3. Answer garden 2: Merging organizational memory with collaborative help
4. Contextual design: Defining customer-centered systems
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6. The invisible world of intermediaries: A cautionary tale
7. Integrating organizational memory and performance support
8. Extending user-centered methods beyond inteface design to functional definition
9. The customer service simulation
10. MoCCA: A mobile communication and computing architecture
11. Moving from helpless desk to help desk: Practical Strategies for improving customer service in a multi-function university help desk