NDLI: The Design of an Interactive Online Help Desk in the Alexandria Digital Library (1999)

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The Design of an Interactive Online Help Desk in the Alexandria Digital Library (1999)

Content Provider	CiteSeerX
Author	Prince, Robert Su, Jianwen Tang, Hong Zhao, Yonggang
Description	In large software systems such as digital libraries, electronic commerce applications, and customer support systems, the user interface and system are often complex and difficult to navigate. It is necessary to provide users with interactive online support to help users learn how to effectively use these applications. Such online help facilities can include providing tutorials and animated demonstrations, synchronized activities between users and system supporting staff for real time instruction and guidance, multimedia communication with support staff such as chat, voice, and shared whiteboards, and tools for quick identification of user problems. In this paper, we investigate how such interactive online help support can be developed and provided in the context of a working system, the Alexandria Digital Library (ADL) for geospatially-referenced data. We developed an online help system, AlexHelp!. AlexHelp! supports collaborative sessions between the user and the librarian (support st...
File Format	PDF
Language	English
Publisher	ACM Press
Publisher Date	1999-01-01
Publisher Institution	Proceedings of the International Joint Conference on Work Activities and Collaboration: WACC ’99
Access Restriction	Open
Subject Keyword	Quick Identification Interactive Online Help Desk Large Software System Support Staff Geospatially-referenced Data Multimedia Communication Online Help Facility Real Time Instruction User Problem Digital Library Alexandria Digital Library Interactive Online Support Interactive Online Help Support User Interface Electronic Commerce Application Support St Working System Online Help System Synchronized Activity Animated Demonstration Collaborative Session Customer Support System
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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