Singh, V., Twidale, M.B. & Nichols, D.M. (2009). Users of open source software: How do they get help?. In Proceedings of the 42nd Hawaii International Conference on System Sciences, Waikoloa, Big Island, Hawaii, January 05-08, 2009 (pp. 1-10). Washington, DC: IEEE Computer Society.
Permanent Research Commons link: http://hdl.handle.net/10289/2876
A study was conducted across multiple open source software online technical help communities. This paper presents the types of discussions that occur, the types of questions asked and the type of responses that are given. The implications for socio-technical design are considered, exploring how help requests and discussions can be used to improve future help-giving, documentation and interface and functionality redesign.
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