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Due to the widespread use of information technologies, call centers for technical support are increasingly demanded and often overloaded. Interactive online help systems are considered to be a fruitful supplement to traditional support systems. The paper at hand proposes a conceptual frame for this alternative, based on knowledge sharing in communities of practice (CoPs). A literature review is done...
User-generated FAQ collections are a common aspect of the Internet culture that integrates knowledge of particular practices, thus playing the role of technology-based conceptual artifacts. However, FAQs are seldom used when specific knowledge or help is needed, thus raising the question, which factors influence FAQ acceptance in a community of practice (CoP). This paper proposes a conceptual model...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.