Managing helpdesk tasks with completesearch

A case study

Holger Bast, Ingmar Weber

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

CompleteSearch is a highly interactive search engine which, instantly after every single keystroke, offers to the user various kinds of feedback, like promising query completions or refinements by category. We combined CompleteSearch with our institute's helpdesk system and carried out a small user study with some of the staff operating the helpdesk. Participants were asked to process ten typical helpdesk requests, alternatingly using CompleteSearch and the off-the-shelf Google Desktop Search. All participants preferred CompleteSearch over Google Desktop, mainly because of its speed, the feeling of being in power, and the enhanced search facilities.

Original languageEnglish
Title of host publication4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007
PublisherGITO mbH
Pages101-108
Number of pages8
Publication statusPublished - 1 Jan 2007
Externally publishedYes
Event4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007 - Potsdam, Germany
Duration: 28 Mar 200730 Mar 2007

Other

Other4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007
CountryGermany
CityPotsdam
Period28/3/0730/3/07

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Search engines
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User studies
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ASJC Scopus subject areas

  • Management of Technology and Innovation

Cite this

Bast, H., & Weber, I. (2007). Managing helpdesk tasks with completesearch: A case study. In 4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007 (pp. 101-108). GITO mbH.

Managing helpdesk tasks with completesearch : A case study. / Bast, Holger; Weber, Ingmar.

4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007. GITO mbH, 2007. p. 101-108.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Bast, H & Weber, I 2007, Managing helpdesk tasks with completesearch: A case study. in 4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007. GITO mbH, pp. 101-108, 4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007, Potsdam, Germany, 28/3/07.
Bast H, Weber I. Managing helpdesk tasks with completesearch: A case study. In 4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007. GITO mbH. 2007. p. 101-108
Bast, Holger ; Weber, Ingmar. / Managing helpdesk tasks with completesearch : A case study. 4th Conference on Professional Knowledge Management Experiences and Visions, WM 2007. GITO mbH, 2007. pp. 101-108
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