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» Analysis and Synthesis of Help-Desk Responses
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KES
2005
Springer
9 years 7 months ago
Analysis and Synthesis of Help-Desk Responses
Abstract. We present a corpus-based approach for the automatic analysis and synthesis of email responses to help-desk requests. This approach can be used to automatically deal with...
Yuval Marom, Ingrid Zukerman
AUSAI
2006
Springer
9 years 6 months ago
A Comparative Study of Information-Gathering Approaches for Answering Help-Desk Email Inquiries
Abstract. We present a comparative study of corpus-based methods for the automatic synthesis of email responses to help-desk requests. Our methods were developed by considering two...
Ingrid Zukerman, Yuval Marom
CSCW
2004
ACM
9 years 7 months ago
Behind the help desk: evolution of a knowledge management system in a large organization
This paper examines the way in which a knowledge management system (KMS)—by which we mean the people, processes and software—came into being and evolved in response to a varie...
Christine Halverson, Thomas Erickson, Mark S. Acke...
SIGUCCS
2000
ACM
9 years 6 months ago
Remedial Help Desk 101 at Florida State University
The User Services division of the Office of Technology Integration is the "safety net" for computer support at Florida State University (FSU). Areas of support include t...
Diana Orrick, Jeff Bauer, Ernest McDuffie
IV
2009
IEEE
124views Visualization» more  IV 2009»
9 years 9 months ago
Needs Assessment for the Design of Information Synthesis Visual Analytics Tools
Information synthesis is a key portion of the analysis process with visual analytics tools. This stage of work requires users to collect, organize, and add meaning to individual a...
Anthony C. Robinson
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