{"id":"https://openalex.org/W1995623286","doi":"https://doi.org/10.1109/hicss.2013.429","title":"Online Technical Support: How It Works and Why It Fails?","display_name":"Online Technical Support: How It Works and Why It Fails?","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W1995623286","doi":"https://doi.org/10.1109/hicss.2013.429","mag":"1995623286"},"language":"en","primary_location":{"is_oa":false,"landing_page_url":"https://doi.org/10.1109/hicss.2013.429","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false},"type":"article","type_crossref":"proceedings-article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5046021570","display_name":"Vandana Singh","orcid":"https://orcid.org/0000-0002-9800-0505"},"institutions":[{"id":"https://openalex.org/I75027704","display_name":"University of Tennessee at Knoxville","ror":"https://ror.org/020f3ap87","country_code":"US","type":"education","lineage":["https://openalex.org/I75027704"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Vandana Singh","raw_affiliation_strings":["#N##TAB##TAB##TAB##TAB# University of Tennessee#N##TAB##TAB##TAB#"],"affiliations":[{"raw_affiliation_string":"#N##TAB##TAB##TAB##TAB# University of Tennessee#N##TAB##TAB##TAB#","institution_ids":["https://openalex.org/I75027704"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014200699","display_name":"Lila Holt","orcid":null},"institutions":[{"id":"https://openalex.org/I75027704","display_name":"University of Tennessee at Knoxville","ror":"https://ror.org/020f3ap87","country_code":"US","type":"education","lineage":["https://openalex.org/I75027704"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Lila Holt","raw_affiliation_strings":["#N##TAB##TAB##TAB##TAB# University of Tennessee#N##TAB##TAB##TAB#"],"affiliations":[{"raw_affiliation_string":"#N##TAB##TAB##TAB##TAB# University of Tennessee#N##TAB##TAB##TAB#","institution_ids":["https://openalex.org/I75027704"]}]}],"institution_assertions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.151,"has_fulltext":true,"fulltext_origin":"ngrams","cited_by_count":1,"citation_normalized_percentile":{"value":0.233801,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":65,"max":72},"biblio":{"volume":null,"issue":null,"first_page":"3187","last_page":"3196"},"is_retracted":false,"is_paratext":false,"primary_topic":{"id":"https://openalex.org/T11675","display_name":"Open Source Software Innovations","score":0.9999,"subfield":{"id":"https://openalex.org/subfields/1706","display_name":"Computer Science Applications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T11675","display_name":"Open Source Software Innovations","score":0.9999,"subfield":{"id":"https://openalex.org/subfields/1706","display_name":"Computer Science Applications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9962,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12478","display_name":"Wikis in Education and Collaboration","score":0.9939,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-discussion","display_name":"Online discussion","score":0.50708365},{"id":"https://openalex.org/keywords/online-forum","display_name":"Online forum","score":0.4888148},{"id":"https://openalex.org/keywords/online-community","display_name":"Online Community","score":0.4703933},{"id":"https://openalex.org/keywords/online-participation","display_name":"Online participation","score":0.46120661}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.60455716},{"id":"https://openalex.org/C2780656832","wikidata":"https://www.wikidata.org/wiki/Q796573","display_name":"Online discussion","level":2,"score":0.50708365},{"id":"https://openalex.org/C2908688394","wikidata":"https://www.wikidata.org/wiki/Q168210","display_name":"Online forum","level":2,"score":0.4888148},{"id":"https://openalex.org/C2778165684","wikidata":"https://www.wikidata.org/wiki/Q6576792","display_name":"Online community","level":2,"score":0.4703933},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4659646},{"id":"https://openalex.org/C137405303","wikidata":"https://www.wikidata.org/wiki/Q7094107","display_name":"Online participation","level":3,"score":0.46120661},{"id":"https://openalex.org/C2988343187","wikidata":"https://www.wikidata.org/wiki/Q1130645","display_name":"Open source software","level":3,"score":0.45821163},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.45506617},{"id":"https://openalex.org/C3018397939","wikidata":"https://www.wikidata.org/wiki/Q3644502","display_name":"Open source","level":3,"score":0.44731507},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.44594797},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.39412898},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3668471},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.36433795},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3312934},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.2488783},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.18633413},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.088891745},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"is_oa":false,"landing_page_url":"https://doi.org/10.1109/hicss.2013.429","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","id":"https://metadata.un.org/sdg/4","score":0.41}],"grants":[],"datasets":[],"versions":[],"referenced_works_count":14,"referenced_works":["https://openalex.org/W1983005620","https://openalex.org/W1989526951","https://openalex.org/W2000117884","https://openalex.org/W2002368823","https://openalex.org/W2006624349","https://openalex.org/W2104561662","https://openalex.org/W2111239744","https://openalex.org/W2114628141","https://openalex.org/W2125645586","https://openalex.org/W2136421959","https://openalex.org/W2168294252","https://openalex.org/W2329223578","https://openalex.org/W3121647552","https://openalex.org/W3124560715"],"related_works":["https://openalex.org/W4386933786","https://openalex.org/W4386304110","https://openalex.org/W4296720036","https://openalex.org/W4292425815","https://openalex.org/W2979466370","https://openalex.org/W2602625874","https://openalex.org/W2023604407","https://openalex.org/W1596233842","https://openalex.org/W1540826324","https://openalex.org/W1489047871"],"abstract_inverted_index":{"Online":[0],"communities":[1,14,46,64],"and":[2,19,31,111],"discussion":[3],"forums":[4,23,58,73],"have":[5],"become":[6],"focal":[7],"points":[8],"for":[9,96,120],"recent":[10],"research.":[11],"The":[12,128],"online":[13,35,45,86],"exist":[15],"in":[16,27,59,65,85,109,125,139],"many":[17],"disciplines,":[18],"the":[20,29,72,112,118,121,136],"use":[21,108],"of":[22,44,123,135],"is":[24,47],"increasing":[25],"rapidly":[26],"education,":[28],"workplace,":[30],"pursuits":[32],"such":[33],"as":[34],"gaming.":[36],"Research":[37],"has":[38],"shown":[39],"that":[40,131],"one":[41],"ultimate":[42],"goal":[43],"to":[48,68,92,105],"help":[49,74],"members":[50,88],"solve":[51,75],"software":[52,62],"problems.":[53],"This":[54],"paper":[55],"explores":[56],"support":[57,95],"open":[60,141],"source":[61,142],"(OSS)":[63],"an":[66,140],"effort":[67],"determine":[69],"just":[70],"how":[71],"problems":[76,137],"-":[77],"if":[78],"they":[79],"really":[80],"do.":[81],"By":[82],"understanding":[83],"problem-solving":[84,124],"communities,":[87],"may":[89,102],"be":[90,103],"able":[91],"provide":[93],"better":[94],"their":[97],"participants.":[98],"Additionally,":[99],"lessons":[100],"learned":[101],"used":[104],"further":[106],"forum":[107,143],"education":[110],"workplace.":[113],"Two":[114],"qualitative":[115],"studies":[116],"became":[117],"basis":[119],"examination":[122],"these":[126],"communities.":[127],"results":[129],"indicate":[130],"only":[132],"about":[133],"half":[134],"presented":[138],"are":[144],"solved.":[145]},"cited_by_api_url":"https://api.openalex.org/works?filter=cites:W1995623286","counts_by_year":[{"year":2016,"cited_by_count":1}],"updated_date":"2024-12-10T21:50:47.720525","created_date":"2016-06-24"}