Related papers: On The Evolution Of User Support Topics in Computa…
ChatGPT has significantly impacted software development practices, providing substantial assistance to developers in a variety of tasks, including coding, testing, and debugging. Despite its widespread adoption, the impact of ChatGPT as an…
In science, the lifecycle of software products is typically managed with limited resources while facing unlimited demand. Scientific software requirements are necessarily often dominated by internal project specifications and deadlines, but…
Empirical methods like experimentation have become a powerful means to drive the field of software engineering by creating scientific evidence on software development, operation, and maintenance, but also by supporting practitioners in…
The email is used daily by millions of people to communicate around the globe and it is a mission-critical application for many businesses. Over the last decade, unsolicited bulk email has become a major problem for email users. An…
Assessing the personality of software engineers may help to match individual traits with the characteristics of development activities such as code review and testing, as well as support managers in team composition. However,…
Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products…
Software bots, extensively adopted by Open Source Software (OSS) projects, support developers across several activities, from automating predefined tasks to generating code that aids software engineers. However, with the growing prominence…
We detail some lessons learned while designing and testing a decision-theoretic advising support tool for undergraduates at a large state university. Between 2009 and 2011 we conducted two surveys of over 500 students in multiple majors and…
High performance computing (HPC) user support teams are the first line of defense against large-scale problems, as they are often the first to learn of problems reported by users. Developing tools to better assist support teams in solving…
Background: Research software is software developed by and/or used by researchers, across a wide variety of domains, to perform their research. Because of the complexity of research software, developers cannot conduct exhaustive testing. As…
This paper reviews suggestions for changes to database technology coming from the work of many researchers, particularly those working with evolving big data. We discuss new approaches to remote data access and standards that better provide…
Bots are software systems designed to support users by automating a specific process, task, or activity. When such systems implement a conversational component to interact with the users, they are also known as conversational agents. Bots,…
The humble spreadsheet is the most widely used data storage, manipulation and modelling tool. Its ubiquity over the past 30 years has seen its successful application in every area of life. Surprisingly the spreadsheet has remained…
Software security has been an important research topic over the years. The community has proposed processes and tools for secure software development and security analysis. However, a significant number of vulnerabilities remains in…
Many software systems fail to meet the needs of the diverse end-users in society and are prone to pose problems, such as accessibility and usability issues. Some of these problems (partially) stem from the failure to consider the…
The observation that novice users seldom consult online help was made over twenty years ago. This observation still holds nowadays, although online help to the use of software for the general public has greatly improved in usability during…
User studies are paramount for advancing science. However, researchers face several barriers when performing them despite the existence of supporting tools. In this work, we study how existing tools and their features cope with previously…
Context and Motivation: Due to their increasing complexity, everyday software systems are becoming increasingly opaque for users. A frequently adopted method to address this difficulty is explainability, which aims to make systems more…
Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…
Due to the growing complexity of software systems, there has been a dramatic increase and industry demand for tools and techniques on software refactoring in the last ten years, defined traditionally as a set of program transformations…