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Summary: An Empirical Study of Human Web Assistants: Implications
for User Support in Web Information Systems
Johan Aberg and Nahid Shahmehri
Dept. of Computer and Information Science
Linköpings universitet, S-581 83 Linköping, Sweden
+46 13 281465
{johab,nahsh}@ida.liu.se
ABSTRACT
User support is an important element in reaching the goal of
universal usability for web information systems. Recent
developments indicate that human involvement in user
support is a step towards this goal. However, most such
efforts are currently being pursued on a purely intuitive basis.
Thus, empirical findings about the role of human assistants
are important. In this paper we present the findings from a
field study of a general user support model for web
information systems. We show that integrating human
assistants into web systems is a way to provide efficient user
support. Further, this integration makes a web site more fun
to use and increases the user's trust in the site. The support
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