Abstract
This study aims to track the development of a helpdesk support environment — E-namoSupport — to solve digital divide between seniors and other generations. This is one part of the E-namokun project, an information promotion project started in Nagoya city, Japan. E-namoSupport is a helpdesk system that has the following characteristics: (1) unlike general helpdesk systems, which generally only cover one organization, E-namoSupport has been developed through joint government, university, and NPO cooperation; (2) users are senior citizens with little or no PC experience; (3) its aim is not only to solve problems or answer questions, but also helping senior citizens learn more computer knowledge and further their computer skills. In the E-namoSupport environment we have developed four subsystems: a case trace system (CTS); a consultation management system (CMS); an FAQ System (FAQS); and an FAQ analysis system (FAQAS). We propose an information cycle model that efficiently manages information flow in the four subsystems as well as in organizations. We take senior citizens’ attributes into account using a set of quizzes that help operators describe enquiry cases and make conversation flow more smoothly. We also design an easy-to-use interface and functions that help users access FAQS. Moreover, we develop E-namoSupport as a learning environment, providing suitable learning contents by analysing users’ interests and needs, which helps users to improve their IT abilities of and enjoy life in the information age.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
MPHPT Survey (Ministry of Public Management, Home Affairs, Posts and Telecommunications, Japan) Communications usage trend survey. (2003) Retrieved August 10, 2005 from http://www.soumu.go.jp/snews/2004/pdf/040414_l_a.pdf
Goto, M., Endo, M., Yasuda, T., Yokoi, S.: Web Search System and Learning Environment for Senior Citizens. Digital Learning, CSDMS India 1(1), 24–26 (2005)
Sasaki, K., Iribe, Y., Goto, M., Endo, M., Yasuda, T., Yokoi, S.: Simple Web Mail System That Makes the Best Use of the Senior Citizens Social Experience. In: Khosla, R., Howlett, R.J., Jain, L.C. (eds.) KES 2005. LNCS (LNAI), vol. 3684, pp. 1274–1280. Springer, Heidelberg (2005)
Marcella, R.C., Middleton, I.: Key factors in help desk success. BLR+DD Report No.6247, from British Library (1996)
Foo, S., Hui, S.C., Leong, P.C.: Web-based intelligent helpdesk-support environment. International Journal of Systems Science 33(6), 389–402 (2002)
Yoshitaka, K., Masashi, Y., Nobuo, K.: An Automated Follow-up Service for Technical Support Help Desks. IPSJ technical reports 1998(080), 43–48 (1998)
Peters, S.L.: Setting up and automating a help desk: the first year of operation. ACM SIGUCCS, pp. 187–191 (1992)
Le Van, H., Trentini, A.: FAQshare: a frequently asked questions voting system as a collaboration and evaluation tool in teaching activities. SEKE 2002, pp. 557–560 (2002)
IBM Accessibility Center Retrieved August 18, 2005 from http://www.06.ibm.com/jp/accessibility/main
Fujitsu, Rakuraku product support.
Retrieved August 18, 2005 from http://www.personal.fujitsu.com/products/support
Halverson, C.A., Erickson, T., Ackerman, M.S.: Behind the help desk: evolution of a knowledge management system in a large organization. CSCW’04, pp. 304–313 (November 2004)
Coyne, P.K., Nielsen, J.: Web Usability for Senior Citizens: Design Guidelines Based on Usability Studies with People Age 65 and Older. Nielsen Norman Group Report (2003)
Fujiwara, M., Yasuda, T., Yokoi, S.: Usability Design of Introductory Web Browsing System for Senior. Master’s thesis, Nagoya university, Japan (2005)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2007 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Zhou, W., Yasuda, T., Yokoi, S. (2007). E-namoSupport: A Web-Based Helpdesk Support Environment for Senior Citizens. In: Filipe, J., Cordeiro, J., Pedrosa, V. (eds) Web Information Systems and Technologies. Lecture Notes in Business Information Processing, vol 1. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-74063-6_23
Download citation
DOI: https://doi.org/10.1007/978-3-540-74063-6_23
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-74062-9
Online ISBN: 978-3-540-74063-6
eBook Packages: Computer ScienceComputer Science (R0)