Helping Users Help Each Other

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Abstract
Theme: I argue that social resources, i.e., people, and social practices— both formal and informal—play a key role in the provision of assistance to computer users. Investigation of these practices can provide a stimulus for new ways to conceptualize the overall design of an integrated package of system support that would enhance user acceptance and learning. Developing “local experts” and a “sense of community” are outgrowths of such an approach.

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