“Towards an Analytic Framework for Understanding and Supporting Peer-Support Communities in Using and Evolving Software Products” at C&T
Participation in SAP’s online community.
Before/After point system introduced in SAP:
Mean response time decreased (51 min vs. 34 min.)
Mean helper count increased (1.89 vs. 2.02)
Percentage answered (12% vs. 30%)
Some evidence of gaming of the system—people just ask questions to gain points.