| Presentation | 2004/11/13 User Support Design to Enhance Motivation for Troubleshooting Momoko NAKATANI, Masaru MIYAMOTO, Shunichi YONEMURA, |
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| PDF Download Page | PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | In this paper, we focus on a call center which helps customers to solve video phone connection problems. We propose a user support, where the operator explain not only the solution for the problem, but also the mechanism of the system during the call. We conducted an experiment to analyze the psychology behind the users' actions. Our aproach has shown the possibility of reducing the specific anxiety to use computer and providing deeper understanding on the system as well. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | problem solving / troubleshoot / Q&A / call center |
| Paper # | ET2004-66 |
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| Conference Information | |
| Committee | ET |
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| Conference Date | 2004/11/13(1days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
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| Vice Chair | |
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| Paper Information | |
| Registration To | Educational Technology (ET) |
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| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | User Support Design to Enhance Motivation for Troubleshooting |
| Sub Title (in English) | |
| Keyword(1) | problem solving |
| Keyword(2) | troubleshoot |
| Keyword(3) | Q&A |
| Keyword(4) | call center |
| 1st Author's Name | Momoko NAKATANI |
| 1st Author's Affiliation | NTT Cyber Solutions Laboratories, NTT Corporation() |
| 2nd Author's Name | Masaru MIYAMOTO |
| 2nd Author's Affiliation | NTT Cyber Solutions Laboratories, NTT Corporation |
| 3rd Author's Name | Shunichi YONEMURA |
| 3rd Author's Affiliation | NTT Cyber Solutions Laboratories, NTT Corporation |
| Date | 2004/11/13 |
| Paper # | ET2004-66 |
| Volume (vol) | vol.104 |
| Number (no) | 452 |
| Page | pp.pp.- |
| #Pages | 6 |
| Date of Issue | |