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I need someone to help!: a taxonomy of helper-finding activities in the enterprise

Authors:

Svetlana Yarosh,

Kate EhrlichAuthors Info & Claims

CSCW '13: Proceedings of the 2013 conference on Computer supported cooperative work

Pages 1375 - 1386

https://doi.org/10.1145/2441776.2441931

Published: 23 February 2013 Publication History

Abstract

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.

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Cited By

Sell DSpinosa LWahrhaftig RKoch GJung Marques Mdos Anjos Ados Santos Ndos Santos Pacheco R(2024)Driving Innovation Ecosystem Transformation via Digital Platforms and Knowledge Co-CreationAI and Data Analytics Applications in Organizational Management10.4018/979-8-3693-1058-8.ch005(80-107)Online publication date: 16-Feb-2024
https://doi.org/10.4018/979-8-3693-1058-8.ch005
Palea DGuo ANair AAnderson RCharagulla NSu NLee D(2024)Forming Shared Interest Pods: Barriers to Self-Assembly of Interest-Based Small Groups, and Dynamics of Retaining and Giving up Control to Find Collective FitProceedings of the ACM on Human-Computer Interaction10.1145/36869848:CSCW2(1-50)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3686984
Varanasi RVashistha ADell NKitamura YQuigley AIsbister KIgarashi TBjørn PDrucker S(2021)Tag a Teacher: A Qualitative Analysis of WhatsApp-Based Teacher Networks in Low-Income Indian SchoolsProceedings of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411764.3445221(1-16)Online publication date: 6-May-2021
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Index Terms

I need someone to help!: a taxonomy of helper-finding activities in the enterprise
1. Human-centered computing
  1. Collaborative and social computing

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cover image ACM Conferences

CSCW '13: Proceedings of the 2013 conference on Computer supported cooperative work

February 2013

1594 pages

ISBN:9781450313315

DOI:10.1145/2441776

General Chairs:
Amy Bruckman
Georgia Institute of Technology, USA
,
Scott Counts
Microsoft Research, USA
,
Program Chairs:
Cliff Lampe
University of Michigan, USA
,
Loren Terveen
University of Minnesota, USA

Copyright © 2013 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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New York, NY, United States

Publication History

Published: 23 February 2013

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CSCW '13

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CSCW '13: Computer Supported Cooperative Work

February 23 - 27, 2013

Texas, San Antonio, USA

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Overall Acceptance Rate 2,235 of 8,521 submissions, 26%

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October 18 - 22, 2025

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Cited By

Sell DSpinosa LWahrhaftig RKoch GJung Marques Mdos Anjos Ados Santos Ndos Santos Pacheco R(2024)Driving Innovation Ecosystem Transformation via Digital Platforms and Knowledge Co-CreationAI and Data Analytics Applications in Organizational Management10.4018/979-8-3693-1058-8.ch005(80-107)Online publication date: 16-Feb-2024
https://doi.org/10.4018/979-8-3693-1058-8.ch005
Palea DGuo ANair AAnderson RCharagulla NSu NLee D(2024)Forming Shared Interest Pods: Barriers to Self-Assembly of Interest-Based Small Groups, and Dynamics of Retaining and Giving up Control to Find Collective FitProceedings of the ACM on Human-Computer Interaction10.1145/36869848:CSCW2(1-50)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3686984
Varanasi RVashistha ADell NKitamura YQuigley AIsbister KIgarashi TBjørn PDrucker S(2021)Tag a Teacher: A Qualitative Analysis of WhatsApp-Based Teacher Networks in Low-Income Indian SchoolsProceedings of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411764.3445221(1-16)Online publication date: 6-May-2021
https://dl.acm.org/doi/10.1145/3411764.3445221
Harris AGómez-Zará DDeChurch LContractor N(2019)Joining Together OnlineProceedings of the ACM on Human-Computer Interaction10.1145/33592503:CSCW(1-27)Online publication date: 7-Nov-2019
https://dl.acm.org/doi/10.1145/3359250
Lakshmi UHofmann MValencia SWilcox LMankoff JArriaga R(2019)"Point-of-Care Manufacturing"Proceedings of the ACM on Human-Computer Interaction10.1145/33591933:CSCW(1-23)Online publication date: 7-Nov-2019
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Hui JGergle DGerber EMandryk RHancock MPerry MCox A(2018)IntroAssistProceedings of the 2018 CHI Conference on Human Factors in Computing Systems10.1145/3173574.3173596(1-13)Online publication date: 21-Apr-2018
https://dl.acm.org/doi/10.1145/3173574.3173596
Hui JGerber ELee CPoltrock SBarkhuus LBorges MKellogg W(2017)Developing Makerspaces as Sites of EntrepreneurshipProceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing10.1145/2998181.2998264(2023-2038)Online publication date: 25-Feb-2017
https://dl.acm.org/doi/10.1145/2998181.2998264
Paul SKaye JDruin ALampe CMorris DHourcade J(2016)Find an ExpertProceedings of the 2016 CHI Conference on Human Factors in Computing Systems10.1145/2858036.2858131(3038-3048)Online publication date: 7-May-2016
https://dl.acm.org/doi/10.1145/2858036.2858131
Kerzazi NEl Asri I(2016)Knowledge Flows Within Open Source Software Projects: A Social Network PerspectiveAdvances in Ubiquitous Networking 210.1007/978-981-10-1627-1_19(247-258)Online publication date: 4-Nov-2016
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Kerzazi NEl Asri I(2016)Who Can Help to Review This Piece of Code?Collaboration in a Hyperconnected World10.1007/978-3-319-45390-3_25(289-301)Online publication date: 20-Sep-2016
https://doi.org/10.1007/978-3-319-45390-3_25
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