The role of" help networks" in facilitating use of CSCW tools

Abstract

The pattern of CSCW system users helping other users to resolve problems and make more effective use of such tools has been observed in a variety of settings, but little is known about how help patterns develop or their effects. Results from a pre-post study of the implementation of CSCW tools among university faculty, staff and administration indicate that the network of helping relationships is largely disaggregated and generally follows work group alignments rather than technical specialization. A relatively small group of "high providers" is responsible for most help to users, and tends to act as a liaison between central support staff and work group members. These providers are not systematically different from other persomel except in terms of their expertise. Implications of these findings for the development and cultivation of help relationships in support of CSCW are developed.