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Abstract
People use software in service of complex tasks that are distributed over sprawling and idiosyncratically constructed technological and social networks. The aims and means of carrying out those tasks are not only complex but uncertain, which creates problems for providing help if the tasks, starting points, and endpoints cannot be assumed. Uncertain problems are characteristic of networks, and software forums stand out as effective public spaces in which help can be pursued in a network fashion that differs from traditional help documentation. This article describes the results of a quantitative descriptive study of such practices in four software forums.
Notes
This study received an exemption approval from North Carolina State University IRB on November 24, 2010. IRB approval #1774. A condition of approval is that all quoted material is kept anonymous to the extent possible.
Additional information
Notes on contributors
Jason Swarts
Jason Swarts is a professor of English at North Carolina State University. His research and teaching centers on mobile communication, coordinative work practices, and emerging genres of technical communication.