NDLI: Beyond technical documentation: users helping each other

Content Provider	IEEE Xplore Digital Library
Author	Steehouder, M.F.
Copyright Year	2002
Description	Author affiliation: Inst. for Commun. Res., Twente Univ., Enschede, Netherlands (Steehouder, M.F.)
Abstract	The author reflects on what users will expect from 'customer support' in the near future. To this end he looks at relevant literature and also reflects on the content of some current customer support sites on the Internet. In particular he focuses on two expectations. Firstly, users will expect tailored information. They want a straight answer to their individual questions and needs. As opposed to 'documentation', the helpdesk might well be a better metaphor for technical communication in the future. And, secondly, users will expect communication rather than documentation. As opposed to 'documentation', dialogue would seem to be a better metaphor for technical communication in the future. A communication mode that seems to meet these expectations are Internet- or intranet-based user forums. Many users of advanced software systems prefer to address their questions to user forums rather than to search for answers in the documentation. Not surprisingly, many companies host user forums on their customer support Web sites. But how well do these forums meet users' needs and expectations? A preliminary study of user forums suggests that they indeed cater to the needs for tailored information and dialogue.
Starting Page	489
Ending Page	499
File Size	745396
Page Count	11
File Format	PDF
ISBN	0780375912
DOI	10.1109/IPCC.2002.1049133
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2002-09-20
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Documentation Professional communication Discussion forums Software systems Graphics Databases Internet telephony Electronic mail Reflection Humans
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
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
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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