Related papers: On The Evolution Of User Support Topics in Computa…
End users positive response is essential for the success of any software. This is true for both commercial and Open Source Software (OSS). OSS is popular not only because of its availability, which is usually free but due to the user…
Easy and mostly free access to the internet has resulted in the growing use of open source software (OSS). However, it is a common perception that closed proprietary software is still superior in areas such as software maintenance and…
The use of free and open source software is gaining momentum due to the ever increasing availability and use of the Internet. Organizations are also now adopting open source software, despite some reservations in particular regarding the…
User feedback is becoming an increasingly important source of information for requirements engineering, user interface design, and software engineering in general. Nowadays, user feedback is largely available and easily accessible in social…
User satisfaction has always been important in the success of software, regardless of whether it is closed and proprietary or open source software (OSS). OSS users are geographically distributed and include technical as well as novice…
As part of our larger research effort to improve support for diverse end user human-centric aspects during software development, we wanted to better understand how developers currently go about addressing these challenging human-centric…
Generative AI, especially through large language models (LLMs), is transforming how technical knowledge can be accessed, reused, and extended. PETSc, a widely used numerical library for high-performance scientific computing, has accumulated…
How should software engineering be adapted for Computational Science (CS)? If we understood that, then we could better support software sustainability, verifiability, reproducibility, comprehension, and usability for CS community. For…
While digital assistants are increasingly used to help with various productivity tasks, less attention has been paid to employing them in the domain of business documents. To build an agent that can handle users' information needs in this…
This study explores the proactive ability of LLMs to seek user support. We propose metrics to evaluate the trade-off between performance improvements and user burden, and investigate whether LLMs can determine when to request help under…
Context: User assistance is generally defined as the guided assistance to a user of a software system in order to help accomplish tasks and enhance user experience. Automated user assistance systems are equipped with online help system that…
Past research on software product lines has focused on the initial development of reusable assets and related challenges, such as cost estimation and implementation issues. Naturally, as software product lines are increasingly adopted…
Comprehensive IT support teams in large scale organizations require more man power for handling engagement and requests of employees from different channels on a 24*7 basis. Automated email technical queries help desk is proposed to have…
Feature requests are proposed by users to request new features or enhancements of existing features of software products, which represent users' wishes and demands. Satisfying users' demands can benefit the product from both competitiveness…
Commit messages play a crucial role in collaborative software development. They provide a clear and concise description of the changes made to the source code. However, many commit messages among students' projects lack useful information.…
Context: Organizations opt for continuous delivery of incremental updates to deal with uncertainty and minimize waste. However, applying continuous engineering (CSE) practices requires a continuous feedback loop with input from customers…
The role of conversational assistants has become more prevalent in helping people increase their productivity. Document-centered assistance, for example to help an individual quickly review a document, has seen less significant progress,…
In traditional usability studies, researchers talk to users of tools to understand their needs and challenges. Insights gained via such interviews offer context, detail, and background. Due to costs in time and money, we are beginning to…
User feedback has grown in importance for organizations to improve software products. Prior studies focused primarily on feedback collection and reported a high-level overview of the processes, often overlooking how practitioners reason…
About 32% of a software practitioners' day involves seeking and using information to support task completion. Although the information needs of software practitioners have been studied extensively, the impact of AI-assisted tools on their…