research-article

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Tech Help Desk: Support for Local Entrepreneurs Addressing the Long Tail of Computing Challenges

Authors:

Yasmine Kotturi,

Herman T Johnson,

Michael Skirpan,

Jeffrey P Bigham,

Amy PavelAuthors Info & Claims

CHI '22: Proceedings of the 2022 CHI Conference on Human Factors in Computing Systems

Article No.: 15, Pages 1 - 15

https://doi.org/10.1145/3491102.3517708

Published: 28 April 2022 Publication History

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Abstract

Even entrepreneurs whose businesses are not technological (e.g., handmade goods) need to be able to use a wide range of computing technologies in order to achieve their business goals. In this paper, we follow a participatory action research approach and collaborate with various stakeholders at an entrepreneurial co-working space to design “Tech Help Desk”, an on-going technical service for entrepreneurs. Our model for technical assistance is strategic, in how it is designed to fit the context of local entrepreneurs, and responsive, in how it prioritizes emergent needs. From our engagements with 19 entrepreneurs and support personnel, we reflect on the challenges with existing technology support for non-technological entrepreneurs. Our work highlights the importance of ensuring technological support services can adapt based on entrepreneurs’ ever-evolving priorities, preferences and constraints. Furthermore, we find technological support services should maintain broad technical support for entrepreneurs’ long tail of computing challenges.

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Cited By

Romero Lauro QBigham JKotturi YFarzan RLópez CCardoso Llach DQuercia DMustafa MNiu SWong-Villacrés M(2024)Exploring the Role of Social Support When Integrating Generative AI in Small Business WorkflowsCompanion Publication of the 2024 Conference on Computer-Supported Cooperative Work and Social Computing10.1145/3678884.3681895(485-492)Online publication date: 11-Nov-2024
https://dl.acm.org/doi/10.1145/3678884.3681895
Vader MPineda MHamidi FKuber R(2024)“Pretty Much an Advocate as Well”: Investigating the Experiences of Self-Employed Individuals with Visual ImpairmentsProceedings of the 21st International Web for All Conference10.1145/3677846.3677865(128-138)Online publication date: 13-May-2024
https://dl.acm.org/doi/10.1145/3677846.3677865
Kotturi YHui JJohnson TSanifu LDillahunt T(2024)Sustaining Community-Based Research in Computing: Lessons from Two Tech Capacity Building Initiatives for Local BusinessesProceedings of the ACM on Human-Computer Interaction10.1145/36410178:CSCW1(1-31)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3641017
Show More Cited By

Index Terms

Tech Help Desk: Support for Local Entrepreneurs Addressing the Long Tail of Computing Challenges
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
      1. Field studies

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cover image ACM Conferences

CHI '22: Proceedings of the 2022 CHI Conference on Human Factors in Computing Systems

April 2022

10459 pages

ISBN:9781450391573

DOI:10.1145/3491102

Editors:
Simone Barbosa
PUC-Rio, Brazil
,
Cliff Lampe
University of Michigan, USA
,
Caroline Appert
Université Paris-Saclay, France
,
David A. Shamma
Toyota Research Institute, USA
,
Steven Drucker
Microsoft Research, USA
,
Julie Williamson
University of Glasgow, UK
,
Koji Yatani
University of Tokyo, Japan

Copyright © 2022 Owner/Author.

This work is licensed under a Creative Commons Attribution International 4.0 License.

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Published: 28 April 2022

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CHI '22: CHI Conference on Human Factors in Computing Systems

April 29 - May 5, 2022

LA, New Orleans, USA

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Overall Acceptance Rate 6,199 of 26,314 submissions, 24%

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Cited By

Romero Lauro QBigham JKotturi YFarzan RLópez CCardoso Llach DQuercia DMustafa MNiu SWong-Villacrés M(2024)Exploring the Role of Social Support When Integrating Generative AI in Small Business WorkflowsCompanion Publication of the 2024 Conference on Computer-Supported Cooperative Work and Social Computing10.1145/3678884.3681895(485-492)Online publication date: 11-Nov-2024
https://dl.acm.org/doi/10.1145/3678884.3681895
Vader MPineda MHamidi FKuber R(2024)“Pretty Much an Advocate as Well”: Investigating the Experiences of Self-Employed Individuals with Visual ImpairmentsProceedings of the 21st International Web for All Conference10.1145/3677846.3677865(128-138)Online publication date: 13-May-2024
https://dl.acm.org/doi/10.1145/3677846.3677865
Kotturi YHui JJohnson TSanifu LDillahunt T(2024)Sustaining Community-Based Research in Computing: Lessons from Two Tech Capacity Building Initiatives for Local BusinessesProceedings of the ACM on Human-Computer Interaction10.1145/36410178:CSCW1(1-31)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3641017
Kotturi YAnderson AFord GSkirpan MBigham J(2024)Deconstructing the Veneer of Simplicity: Co-Designing Introductory Generative AI Workshops with Local EntrepreneursProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642191(1-16)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642191
Zhang H(2024)Searching for the Non-Consequential: Dialectical Activities in HCI and the Limits of ComputersProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3641945(1-13)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3641945
So JLipka NSiu ARossi RDernoncourt F(2023)How Small Businesses Transform PDF Agreements into ActionCompanion Publication of the 2023 Conference on Computer Supported Cooperative Work and Social Computing10.1145/3584931.3606972(177-181)Online publication date: 14-Oct-2023
https://dl.acm.org/doi/10.1145/3584931.3606972
Anuyah OBadillo-Urquiola KMetoyer R(2023)Characterizing the Technology Needs of Vulnerable Populations for Participation in Research and Design by Adopting Maslow’s Hierarchy of NeedsProceedings of the 2023 CHI Conference on Human Factors in Computing Systems10.1145/3544548.3581221(1-20)Online publication date: 19-Apr-2023
https://dl.acm.org/doi/10.1145/3544548.3581221
Diaz RMares AWong L(2023)Framework for securing information on helpdesk systems based on blockchain and IPFS technologies2023 IEEE XXX International Conference on Electronics, Electrical Engineering and Computing (INTERCON)10.1109/INTERCON59652.2023.10326071(1-6)Online publication date: 2-Nov-2023
https://doi.org/10.1109/INTERCON59652.2023.10326071

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