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Modes of technical support in open source software ‐ peer to peer digital knowledge creation, sharing and re‐use

Modes of technical support in open source software ‐ peer to peer digital knowledge creation,... Introduction Open Source Software (OSS) movement owes its popularity and success to the highly motivated individuals who develop and maintain the software. In the recent years OSS products have extended their reach beyond the highly technically skilled users such as programmers to the common users of technology. For example, products like Mozilla Firefox have completely brought OSS to the non‐technical and average computer user. By the development model of OSS there is no professionally organized technical support that is available to the users of OSS. The technical support that exists for all the levels of users of OSS can be found on the support section of the software website and is a peer to peer help giving process among the user community. The support section of these websites houses the different types of online communication channels through which technical support can be given and received. These communication channels can be synchronous like chat or asynchronous like discussion forum, email, etc. The objective of the current research is to identify these channels of communication that are being used by the users of OSS. Since the support that is provided is not being done by professionals but by the communities http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Proceedings of the American Society for Information Science & Technology (Electronic) Wiley

Modes of technical support in open source software ‐ peer to peer digital knowledge creation, sharing and re‐use

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References (8)

Publisher
Wiley
Copyright
"Copyright © 2008 Wiley Subscription Services, Inc., A Wiley Company"
ISSN
0044-7870
eISSN
1550-8390
DOI
10.1002/meet.2008.1450450372
Publisher site
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Abstract

Introduction Open Source Software (OSS) movement owes its popularity and success to the highly motivated individuals who develop and maintain the software. In the recent years OSS products have extended their reach beyond the highly technically skilled users such as programmers to the common users of technology. For example, products like Mozilla Firefox have completely brought OSS to the non‐technical and average computer user. By the development model of OSS there is no professionally organized technical support that is available to the users of OSS. The technical support that exists for all the levels of users of OSS can be found on the support section of the software website and is a peer to peer help giving process among the user community. The support section of these websites houses the different types of online communication channels through which technical support can be given and received. These communication channels can be synchronous like chat or asynchronous like discussion forum, email, etc. The objective of the current research is to identify these channels of communication that are being used by the users of OSS. Since the support that is provided is not being done by professionals but by the communities

Journal

Proceedings of the American Society for Information Science & Technology (Electronic) – Wiley

Published: Jan 1, 2008

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