2007/028 - Informing troubleshooting search sessions with device data
Stefania Castellani, Jacki O'Neill, Frédéric Roulland, Antonietta Grasso
ECSCW, The 10th European Conference on Computer Supported Co-operative Work, Workshop on "CSCW, Technology and Diagnostic Work" , Limerick, Ireland, September 24-28, 2007.
This paper discusses an ethnographic study on troubleshooting at work and more particularly the findings that have inspired a method to improve troubleshooting searches. The method allows search sessions to be informed by diagnostic and configuration data gathered from the device where the problem is occurring.