Software

Using Crowdsourcing in the Design of Context-Sensitive Help for Web Applications

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Executive Summary

Users are increasingly searching for information online to learn how to use applications and recover from unexpected application behaviors. Even though forums, wikis, and help documents may contain rich information about resolving a large number of software issues, these resources are usually scattered and disconnected from the context in which the user seeks help. In the research, the authors are exploring the design of a crowd-sourced help tool that allows users to share knowledge of support issues within the context of the application.

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