This research-in-progress examines how these individuals marshal support resources to help solve technical problems during everyday use and what consequences they experience. In a naturalized setting we seek to understand the experience of ‘computer problems’ and their consequences for how users feel and what they know about technology. We have gather 2 weeks of daily diary data from 305 participants in one organization regarding their experiences of technical problems. We present our preliminary analysis based on a sub-sample of 45 participants for illustration with full analysis expected for the workshop. We seek to make 3 contributions: 1) offer design insight to the HCI community with respect to user technical problem solving in everyday situations; 2) contribute to the post-adoption literature by describing everyday use, and problem impacts on users; 3) provide recommendations for the crucial function of support around the design and delivery of support to maximize user outcomes.
Rasmussen, Hannah; Haggerty, Nicole; and Compeau, Deborah, "Marshalling Support: How Computer Users Negotiate Technical Problems" (2006). SIGHCI 2006 Proceedings. 8.