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Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

Authors:

Camilla Christensen,

Nils Ehrenberg,

Jörn Christiansson,

Erik Grönvall,

Joanna Saad-Sulonen,

Turkka KeinonenAuthors Info & Claims

NordiCHI '22: Nordic Human-Computer Interaction Conference

Article No.: 44, Pages 1 - 12

https://doi.org/10.1145/3546155.3546660

Published: 08 October 2022 Publication History

Abstract

In this case study we take a Nordic perspective on the tension between increased digitalisation of public services and the insufficient support for citizens with limited digital literacy. Volunteer-based IT helpdesk services in public libraries have emerged as an attempt to address this tension. Drawing on examples of volunteering in public library-based IT helpdesk services in two Nordic countries, this paper considers the IT helpdesks as quasi-public services. Based on interviews, observations and workshops, we explore: the work of IT helpdesk volunteers, the characteristics of helpdesk services offered, and the implications of these services being offered by volunteers. The services offered are of acceptable quality to the users while the ambiguity and lack of institutional support is making the service fragile. In spite of the challenges of the quasi-public IT helpdesk service we also note how it offers a potential platform for the co-design and support of new public services.

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NordiCHI '22: Nordic Human-Computer Interaction Conference

October 2022

1091 pages

ISBN:9781450396998

DOI:10.1145/3546155

Copyright © 2022 ACM.

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Published: 08 October 2022

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NordiCHI '22

NordiCHI '22: Nordic Human-Computer Interaction Conference

October 8 - 12, 2022

Aarhus, Denmark

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Cited By

Ylipulli JLuusua APouke M(2024)Metaphoric Spaces in Virtual Reality Design: From Simulation to Participatory Functionalism as a Design ApproachProceedings of the 27th International Academic Mindtrek Conference10.1145/3681716.3681730(46-57)Online publication date: 8-Oct-2024
https://dl.acm.org/doi/10.1145/3681716.3681730
Christiansson JGrönvall ESaad-Sulonen J(2024)Mapping User Participation in the Design of Digital Public Services: Is Participatory Design Relevant?Proceedings of the Participatory Design Conference 2024: Full Papers - Volume 110.1145/3666094.3666102(112-122)Online publication date: 11-Aug-2024
https://dl.acm.org/doi/10.1145/3666094.3666102
Kirk DBoztepe SChristiansson JDe Götzen AEhrenberg NGrönvall ELawson SLinde PSaad-Sulonen JVlachokyriakos V(2024)Designing for and with the ‘Digital Citizen’Companion Publication of the 2024 ACM Designing Interactive Systems Conference10.1145/3656156.3658383(467-469)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3656156.3658383
Christensen CChristiansson JSaad-Sulonen J(2024)"\"But will they listen?\" Learnings from a design after design experiment in civics"Proceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661541(2173-2182)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3661541
Ylipulli JPouke MEhrenberg NKeinonen T(2023)Public libraries as a partner in digital innovation project: Designing a virtual reality experience to support digital literacyFuture Generation Computer Systems10.1016/j.future.2023.08.001149(594-605)Online publication date: Dec-2023
https://doi.org/10.1016/j.future.2023.08.001

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