Standard
Hubbub-An innovative customer support forum. / Nguyen, Duong; Thompson, Simon
; Hoile, Cefn.
Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs. ed. / Domonik Flejter; Slawomir Grzonkowski; Tomasz Kaczmarek; Marek Kowalkiewicz; Tadhg Nagle; Jonny Parkes. Vol. 333 CEUR Workshop Proceedings, 2008. p. 55-67.
Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Conference contribution/Paper › peer-review
Harvard
Nguyen, D, Thompson, S
& Hoile, C 2008,
Hubbub-An innovative customer support forum. in D Flejter, S Grzonkowski, T Kaczmarek, M Kowalkiewicz, T Nagle & J Parkes (eds),
Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs. vol. 333, CEUR Workshop Proceedings, pp. 55-67, Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs, Innsbruck, Austria,
6/05/08. <
http://ceur-ws.org/Vol-333/>
APA
Nguyen, D., Thompson, S.
, & Hoile, C. (2008).
Hubbub-An innovative customer support forum. In D. Flejter, S. Grzonkowski, T. Kaczmarek, M. Kowalkiewicz, T. Nagle, & J. Parkes (Eds.),
Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs (Vol. 333, pp. 55-67). CEUR Workshop Proceedings.
http://ceur-ws.org/Vol-333/Vancouver
Nguyen D, Thompson S
, Hoile C.
Hubbub-An innovative customer support forum. In Flejter D, Grzonkowski S, Kaczmarek T, Kowalkiewicz M, Nagle T, Parkes J, editors, Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs. Vol. 333. CEUR Workshop Proceedings. 2008. p. 55-67
Author
Nguyen, Duong ; Thompson, Simon
; Hoile, Cefn. /
Hubbub-An innovative customer support forum. Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs. editor / Domonik Flejter ; Slawomir Grzonkowski ; Tomasz Kaczmarek ; Marek Kowalkiewicz ; Tadhg Nagle ; Jonny Parkes. Vol. 333 CEUR Workshop Proceedings, 2008. pp. 55-67
Bibtex
@inproceedings{2bceb3e2acad4eab80c4c650ad8e0ddc,
title = "Hubbub-An innovative customer support forum",
abstract = "Internet user forums have been proven to be effective not just as a community meeting place but also as a supporting tool for various business products. Traditional forums are designed with ”browse and read” journey in which users have to select the right sub forum to get into and select topics to read from within. However, we have identified a new trend in forum design toward community question answering systems with an ”ask questions first” user journey, a topic-less organisation, search based information retrieval and social network inspired alerting. Here, we report on the implementation and trial of such a forum, Hubbub, that epitomizes the aforementioned trend. It is designed to eliminate key issues found in current forum technologies and has been fielded as a support channel for a BT Softphone product, resulting in a significant reduction in support costs. We then report on the performance of this forum in practice and speculate on the reasons that forum design is taking this direction. Finally, we conclude the paper with some thought about future direction of forums in the Web 2.0 era.",
author = "Duong Nguyen and Simon Thompson and Cefn Hoile",
year = "2008",
language = "English",
volume = "333",
pages = "55--67",
editor = "Domonik Flejter and Slawomir Grzonkowski and Tomasz Kaczmarek and Marek Kowalkiewicz and Tadhg Nagle and Jonny Parkes",
booktitle = "Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs",
publisher = "CEUR Workshop Proceedings",
note = "Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs ; Conference date: 06-05-2008 Through 07-05-2008",
}
RIS
TY - GEN
T1 - Hubbub-An innovative customer support forum
AU - Nguyen, Duong
AU - Thompson, Simon
AU - Hoile, Cefn
PY - 2008
Y1 - 2008
N2 - Internet user forums have been proven to be effective not just as a community meeting place but also as a supporting tool for various business products. Traditional forums are designed with ”browse and read” journey in which users have to select the right sub forum to get into and select topics to read from within. However, we have identified a new trend in forum design toward community question answering systems with an ”ask questions first” user journey, a topic-less organisation, search based information retrieval and social network inspired alerting. Here, we report on the implementation and trial of such a forum, Hubbub, that epitomizes the aforementioned trend. It is designed to eliminate key issues found in current forum technologies and has been fielded as a support channel for a BT Softphone product, resulting in a significant reduction in support costs. We then report on the performance of this forum in practice and speculate on the reasons that forum design is taking this direction. Finally, we conclude the paper with some thought about future direction of forums in the Web 2.0 era.
AB - Internet user forums have been proven to be effective not just as a community meeting place but also as a supporting tool for various business products. Traditional forums are designed with ”browse and read” journey in which users have to select the right sub forum to get into and select topics to read from within. However, we have identified a new trend in forum design toward community question answering systems with an ”ask questions first” user journey, a topic-less organisation, search based information retrieval and social network inspired alerting. Here, we report on the implementation and trial of such a forum, Hubbub, that epitomizes the aforementioned trend. It is designed to eliminate key issues found in current forum technologies and has been fielded as a support channel for a BT Softphone product, resulting in a significant reduction in support costs. We then report on the performance of this forum in practice and speculate on the reasons that forum design is taking this direction. Finally, we conclude the paper with some thought about future direction of forums in the Web 2.0 era.
M3 - Conference contribution/Paper
VL - 333
SP - 55
EP - 67
BT - Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs
A2 - Flejter, Domonik
A2 - Grzonkowski, Slawomir
A2 - Kaczmarek, Tomasz
A2 - Kowalkiewicz, Marek
A2 - Nagle, Tadhg
A2 - Parkes, Jonny
PB - CEUR Workshop Proceedings
T2 - Social Aspects of the Web (SAW 2008), Advances in Accessing Deep Web (ADW 2008), E-Learning for Business Needs
Y2 - 6 May 2008 through 7 May 2008
ER -
