Designing a Peer-Based Support System to Support Shakedown

Abstract

Many problems of software implementations appear after roll-out during the shakedown phase. Research have shown that peer advice ties are more effective and preferred by users than traditional IT support structures. However, large organizations are often shrouded in anonymity and individuals often don't know which peer to ask for advice, resorting to help desks as a last resort. The paper addresses the challenges of peer advice ties as support structure by presenting a peer-based support system (PBSS) design to address emerging problems of individuals during shakedown. By applying design science research and theory of interaction as explanatory theory for peer advice to derive design requirements. Based on the informational, timeliness and contextual advantages of peer advice ties, we develop tentative design principles, which aids in identifying and creating interaction among peers. The contribution lies in prescriptive knowledge on how systems should be designed to support peer advice as support structures.

Requirements for an IT Support System based on Hybrid Intelligence

“…In conclusion ISSHI systems are service systems that integrate different resources [29,30], which calls for the design of future work systems [31] and opens new avenues for modeling such complex resource relationships [32,33].…”

How students choose E‐learning resources: The importance of ease, familiarity, and convenience

“…Many students, especially those pursuing a professional degree (MD, DDS, or similar), often rely on peer advice when choosing e-learning resources. 39 As a consequence of these learning time limitations, today's students often seek out resources that they believe will prepare them most efficiently for the next scheduled assessment. 38…”

Knowledge is Power: Provide Your IT-Support with Domain-Specific High-Quality Solution Material

“…Overall, to the best of our knowledge, there do not exist IT-Support systems that (a) use domain-specific vocabulary when retrieving solution material and (b) differentiate between high-/low-quality solution material. However, some similarities have been identified with peer support systems, which focus more on the social interaction among its systems, and especially among its peers, and less on the quality issues of each element [16]. To contribute to the existing literature on IT-Support we guide the development of our holistic system that takes domain-specific and high-quality solution material into account and present SUSY.…”