Xiaole Kuang, Bo Yi, Shengdong Zhao, Jianann Chow, Tovi Grossman, George Fitzmaurice

Abstract

The opening posts in software help forums reflect the users’ confusion/expectations regarding to the software learning and usage. In this study, we present a classification of 1200 opening posts in two commercial software help forums (Adobe Photoshop & Cakewalk Sonar) based on three dimensions: type, scope, and topic. We find that the most common opening posts are related to error/stuck situations while using the software to finish a specific task. Additionally, users tend to spend more words to describe posts that involve the operating system or installation issue. Our classification presents a new perspective to examine the software feedback from users and motivates design implications for software designers and researchers.

Paper

Written by Shengdong Zhao

Shen is an Associate Professor in the Computer Science Department, National University of Singapore (NUS). He is the founding director of the NUS-HCI Lab, specializing in research and innovation in the area of human computer interaction.