TY - GEN
T1 - I need someone to help! A taxonomy of helper-finding activities in the enterprise
AU - Yarosh, Svetlana
AU - Matthews, Tara
AU - Zhou, Michelle
AU - Ehrlich, Kate
PY - 2013
Y1 - 2013
N2 - 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.
AB - 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.
KW - Diary study
KW - Expertise location
KW - Office
KW - Social networking
UR - http://www.scopus.com/inward/record.url?scp=84874838788&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84874838788&partnerID=8YFLogxK
U2 - 10.1145/2441776.2441931
DO - 10.1145/2441776.2441931
M3 - Conference contribution
AN - SCOPUS:84874838788
SN - 9781450313315
T3 - Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW
SP - 1375
EP - 1385
BT - CSCW 2013 - Proceedings of the 2013 ACM Conference on Computer Supported Cooperative Work
T2 - 2013 2nd ACM Conference on Computer Supported Cooperative Work, CSCW 2013
Y2 - 23 February 2013 through 27 February 2013
ER -