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Informing troubleshooting search sessions with device data

Stefania Castellani, Jacki O'Neill, Frédéric Roulland, Antonietta Grasso
This paper discusses an ethnographic study on troubleshooting at work and more particularly the findings that have inspired a method to improve troubleshooting searches. The method allows search sessions to be informed by diagnostic and configuration data gathered from the device where the problem is occurring.
ECSCW, The 10th European Conference on Computer Supported Co-operative Work, Workshop on "CSCW, Technology and Diagnostic Work" , Limerick, Ireland, September 24-28, 2007.
2007
2007/028