How do users solve software problems?

Abstract

Problems with software programs can have negative consequences on a user's mood and efficiency. While the focus in research was on identifying the causes and the severity of frustration in the context of computer problems the present survey examines the strategies users employ in case of problems with software programs. Specifically, we were interested in what kind of assistance is used, in which order, and what kind of help would be preferred. Our results show that the preferred and chosen approaches depend on factors like age, gender and perceived expertise. Furthermore the results indicate that there is a need for improvement concerning help systems integrated into software products. © Springer-Verlag Berlin Heidelberg 2013.