The problem of describing a problem: Supporting laypersons in presenting their queries to the Internet-based helpdesk

International Journal of Human Computer Studies

Volumn 64, Issue 8, 2006, Pages 648-669

  Nückles, Matthias ^a   Ertelt, Anna ^a  

^a UNIVERSITY OF FREIBURG   (Germany)

Author keywords

Asynchronous interaction; Computer supported cooperative work; Electronic mail; Expert layperson communication; Helpdesk support; Human information processing; Problem solving

Indexed keywords

COMMUNICATION; COMPUTER HARDWARE; COMPUTER SOFTWARE; INFORMATION ANALYSIS; MATHEMATICAL MODELS; PROBLEM SOLVING;

ASYNCHRONOUS INTERACTION; COMPUTER-SUPPORTED COOPERATIVE WORK; ELECTRONIC MAILS; EXPERT-LAYPERSON COMMUNICATION; HELPDESK SUPPORT; HUMAN INFORMATION PROCESSING;

INTERNET;

EID: 33747733480     PISSN: 10715819     EISSN: 10959300     Source Type: Journal    
DOI: 10.1016/j.ijhcs.2006.01.001     Document Type: Article

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