Managing Helpdesk Tasks with CompleteSearch: A Case Study

Bast, Holger; Weber, Ingmar

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Managing Helpdesk Tasks with CompleteSearch: A Case Study

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Bast, Holger
Algorithms and Complexity, MPI for Informatics, Max Planck Society;

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Weber, Ingmar
Algorithms and Complexity, MPI for Informatics, Max Planck Society;

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Citation

Bast, H., & Weber, I. (2007). Managing Helpdesk Tasks with CompleteSearch: A Case Study. In N. Gronau (Ed.), 4th Conference on Professional Knowledge Management (WM'07). - Bd. 2 (pp. 101-108). Berlin, Germany: GITO.

Cite as: https://hdl.handle.net/11858/00-001M-0000-000F-1FC0-5

Abstract

CompleteSearch is a highly interactive search engine, which, instantly after every single keystroke, offers to the user various kinds of feedback, like promising query completions or refinements by category. We combined CompleteSearch with our institute's helpdesk system and carried out a small user study with some of the staff operating the helpdesk. Participants were asked to process ten typical helpdesk requests, alternatingly using CompleteSearch and the off-the-shelf Google Desktop Search. All participants preferred CompleteSearch over Google Desktop, mainly because of its speed, the feeling of being in power, and the enhanced search facilities.