The status of helpdesk support

ABSTRACT

What do end users want? A survey of helpdesk services found they're more likely to turn to informal and online sources of support, including friends and vendors.

REFERENCES

• 1: Govindarajulu, C. End-user computing support: Status and directions. In Proceedings of the 1996 Southwest Decision Sciences (San Antonio, TX, 1996).
• 2: Chittibabu Govindarajulu , Brian J. Reithel, Beyond the information center: an instrument to measure end-user computing support from multiple sources, Information and Management, v.33 n.5, p.241-250, May 28, 1998 [doi>10.1016/S0378-7206(98)00030-5]
• 3: Mirani, R. and King, W. The development of a measure for end-user computing support. Decis. Sci. 25, 4 (1994).
• 4: Rex Kelly Rainer, Jr. , Houston H. Carr, Are information centers responsive to end user needs?, Information and Management, v.22 n.2, p.113-121, Feb. 1992 [doi>10.1016/0378-7206(92)90065-N]

INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Training, help, and documentation

General Terms:
Human Factors