Gerhard Fischer paper at C&T

“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.


About Paul Resnick

Professor, University of Michigan School of Information Personal home page
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