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Paper Abstract and Keywords
Presentation 2014-03-04 13:40
Bidirectional Browsing between Causes and Symptoms to Enhance Troubleshooting Efficiency
Ryo Yamashita, Chihiro Takayama, Takehiko Ohno (NTT) HCS2013-123
Abstract (in Japanese) (See Japanese page) 
(in English) This paper proposes a novel bidirectional browsing system between causes and symptoms to enhance troubleshooting efficiency.We focus on supporting the technicians performing on-site network troubleshooting by developing a knowledge management system.
Most prior work assumes that the professional technicians know the precise terms suitable for accessing keyword based search systems.A six day ethnographic study and a laboratory experiment find that keyword based search is not efficient for supporting on-site network troubleshooting.We derive three design requirements from these studies, (1)Display diverse information fragments for divergent thinking, (2)Support of bidirectional browsing between causes and symptoms for convergent thinking and (3)Navigation system for getting information quickly.
A prototype based on these design requirements is created.We believe this research can be used to troubleshoot other complex systems similar to networks where there are many components that must be coordinated.
Keyword (in Japanese) (See Japanese page) 
(in English) Troubleshooting / Knowledge Sharing / Browsing System / / / / /  
Reference Info. IEICE Tech. Rep., vol. 113, no. 462, HCS2013-123, pp. 107-111, March 2014.
Paper # HCS2013-123 
Date of Issue 2014-02-25 (HCS) 
ISSN Print edition: ISSN 0913-5685  Online edition: ISSN 2432-6380
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
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Conference Information
Committee HCS  
Conference Date 2014-03-04 - 2014-03-05 
Place (in Japanese) (See Japanese page) 
Place (in English) Rurikoh (Yamashiro Hot Springs, Ishikawa) 
Topics (in Japanese) (See Japanese page) 
Topics (in English)  
Paper Information
Registration To HCS 
Conference Code 2014-03-HCS 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) Bidirectional Browsing between Causes and Symptoms to Enhance Troubleshooting Efficiency 
Sub Title (in English)  
Keyword(1) Troubleshooting  
Keyword(2) Knowledge Sharing  
Keyword(3) Browsing System  
1st Author's Name Ryo Yamashita  
1st Author's Affiliation Nippon Telegraph and Telephone Corporation (NTT)
2nd Author's Name Chihiro Takayama  
2nd Author's Affiliation Nippon Telegraph and Telephone Corporation (NTT)
3rd Author's Name Takehiko Ohno  
3rd Author's Affiliation Nippon Telegraph and Telephone Corporation (NTT)
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Date Time 2014-03-04 13:40:00 
Presentation Time 20 
Registration for HCS 
Paper # IEICE-HCS2013-123 
Volume (vol) IEICE-113 
Number (no) no.462 
Page pp.107-111 
#Pages IEICE-5 
Date of Issue IEICE-HCS-2014-02-25 

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