Users of Open Source Software - How Do They Get Help?
Vandana Singh, Michael Bernard Twidale, David M. Nichols · 2009
A study was conducted across multiple open source software online technical help communities. This paper presents the types of discussions that occur, the types of questions that are given. The implications for sociotechnical design are considered, exploring how the help requests and discussions can be used to improve future help-giving, documentation and interface and functionality redesign.