Software companies are currently using the Internet to solicit information from users about errors in the applications and using this information to prioritize further development efforts. To increase the likelihood of error reporting by users, it is important to systematically understand user perceptions that drive their intention to use an error reporting system (ERS). We theorize that perceived expected benefits of using ERS, the user’s value system, and design elements of the ERS are factors that drive ERS usage intentions. The results show that the users find ERS useful, if they believe that ERS is congruent with their values and will benefit them in future. While clarity of role and process transparency were identified as important factors, the ability to examine information transmitted through the ERS was not found to influence ERS usefulness. Prescriptive guidelines on effective design of the ERS and discussion on avenues of future research are offered.
Saeed, Khawaja and Muthitacharoen, Achita, "It is that Dreaded Error Report: An Empirical Assessment of Error Reporting Behavior" (2005). SIGHCI 2005 Proceedings. 7.