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Understanding triggers for clarification requests in community-based software help forums

机译：在基于社区的软件帮助论坛中了解澄清请求的触发器

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摘要

Help-seekers on community-based software help forums often face difficulty in composing queries or troubleshooting requests that bring immediate resolution, forcing help givers to request clarification that delays diagnosis. We investigate the characteristics of a forum post that trigger these requests for clarification from help givers (e.g., missing information, unclear goals, non-standard terminology). We created a classification scheme based on such triggers and applied it to 1000 Q&A pairs from four popular consumer software help forums to understand the prevalence of these triggers across different applications. Even though the user interface for posting questions on the four forums that we studied was largely uniform, we found a large difference in the presence of these triggers across the forums. Our findings suggest that instead of trying to create universal automated tools and recommendations for improving question quality on software forums, we should take into account the unique characteristics of the software and its user community.
机译：基于社区的软件帮助的寻求者帮助论坛在撰写撰写查询或疑难解答请求时难以面临难以立即解决的请求，强制帮助推迟澄清延迟诊断。我们调查论坛帖子的特点，触发来自帮助授权者的澄清（例如，缺少信息，不明确的目标，非标准术语）的澄清请求。我们创建了一种基于此类触发器的分类方案，并将其应用于来自四个流行的消费者软件帮助论坛的1000问答对，以了解不同应用程序中这些触发的普遍性。即使用户界面用于在我们所学习的四个论坛上发布问题，我们在很大程度上是均匀的，我们发现这些论坛的这些触发器存在很大差异。我们的调查结果表明，如果尝试为改善软件论坛提高质量的通用自动化工具和建议，我们应该考虑到软件及其用户社区的独特特征。

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