MPI-INF D1 Publications: Proceedings Article: Managing Helpdesk Tasks with CompleteSearch: A Case Study

Proceedings Article, Paper
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Author, Editor

Author(s):

Bast, Holger
Weber, Ingmar

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Editor(s):

Gronau, Norbert

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Not MPII Editor(s):

Gronau, Norbert

BibTeX cite key*:

bastweber07gwem

Title, Booktitle

Title*:	Managing Helpdesk Tasks with CompleteSearch: A Case Study
Booktitle*:	4th Conference on Professional Knowledge Management (WM'07)

Event, URLs

URL of the conference:	http://wi.uni-potsdam.de/projekte/wmonline.nsf
URL for downloading the paper:
Event Address*:	Potsdam, Germany	Language:	English
Event Date* (no longer used):		Organization:
Event Start Date:	28 March 2006	Event End Date:	30 March 2006

Publisher

Name*:	GITO	URL:
Address*:	Berlin, Germany	Type:

Vol, No, Year, pp.

Series:

Volume:	2	Number:
Month:		Pages:	101-108
Year*:	2007	VG Wort Pages:	25
ISBN/ISSN:	978-3-936771-98-5	Sequence Number:
DOI:


(LaTeX) 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.
HyperLinks / References / URLs:	http://wi.uni-potsdam.de/projekte/wmonline.nsf/0/EF1EE8A772ECC8F3C1257264004BED62/$File/Konferenzflyer_070119a.pdf


Download Access Level:	Public

Correlation

MPG Unit:	Max-Planck-Institut für Informatik

MPG Subunit:	Algorithms and Complexity Group
Audience:	popular
Appearance:	MPII WWW Server, MPII FTP Server, MPG publications list, university publications list, working group publication list, Fachbeirat, VG Wort

BibTeX Entry:

@INPROCEEDINGS{bastweber07gwem,
AUTHOR = {Bast, Holger and Weber, Ingmar},
EDITOR = {Gronau, Norbert},
TITLE = {Managing Helpdesk Tasks with CompleteSearch: A Case Study},
BOOKTITLE = {4th Conference on Professional Knowledge Management (WM'07)},
PUBLISHER = {GITO},
YEAR = {2007},
VOLUME = {2},
PAGES = {101--108},
ADDRESS = {Potsdam, Germany},
ISBN = {978-3-936771-98-5},
}

Entry last modified by Holger Bast, 02/28/2008

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