NDLI: Providing expert advice by analogy for on-line help

Content Provider	IEEE Xplore Digital Library
Author	Liberman, H. Ashwani Kumar
Copyright Year	2005
Description	Author affiliation: Media Lab., Massachusetts Inst. of Technol., Cambridge, MA, USA (Liberman, H.; Ashwani Kumar)
Abstract	One of the principal problems of online help is the mismatch between the specialized knowledge and technical vocabulary of experts who are providing the help, and the relative naivete of novices, who usually are often not in a position to understand solutions expressed by the expert in their own terms. Most of the interfaces are plagued by recurrent key problems: 1) elicitation - how to ask questions that enable the helper to make decisions, and at the same time, are understandable to the novice and 2) explanation - how to explain rationale behind expert decisions in terms that the user can understand. One of the best ways to do this is for the expert to provide analogies in terms of commonsense knowledge, which provide metaphors that help novices learn problem-solving skills. SuggestDesk is a system that acts as an advisor to an online technical support person. It uses a large commonsense knowledge base to search for analogies between known technical problem-solution pairs, and situations and events in everyday life that can be used to explain them.
Sponsorship	IEEE Comput. Soc. Web Intelligence Consortium (WIC) Assoc. for Comput. Machinery (ACM)
Starting Page	26
Ending Page	32
File Size	204985
Page Count	7
File Format	PDF
ISBN	076952415X
DOI	10.1109/WI.2005.121
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2005-09-19
Publisher Place	France
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Real time systems Vocabulary Databases Laboratories Humans Documentation Telephony HTML Problem-solving Personnel
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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