Zusammenfassung
Für Bottom-up initiierte Software existieren nicht ausreichend Support-Strukturen, da traditionelle Support-Strukturen, zum Beispiel Trainings oder online-Portale, oftmals das nötige Domänenwissen der Organisation nicht mitbringen. Für diese Art von Nutzerinnovation schlagen wir ein Crowd-Based Support vor, das zusätzlich zu den traditionellen IT-Support-Strukturen eingeführt wird. Ferner stellen wir in diesem Beitrag das begleitende Crowd-Based Support System (CBSS) vor, das die drei grundlegenden Kerndienstleistungen unterstützt: der Lösungssuche, dem Self-Service und dem Erstellen von nutzergenerierter Lernmaterialien. Theoretisch berufen wir uns auf die Interaktionstheorie und diskutieren die Rolle der Lernmaterialienerstellungsdynamik für das CBSS. Das CBSS ermöglicht den Aufbau von dezentralen Supportstrukturen im Unternehmen, der traditionelle IT-Support wird um wichtige Lernmaterialien bereichert und durch strukturierte Interaktion zwischen den Mitarbeitern unterstützt. Somit adressiert das CBSS langfristig die wenigen Lerninhalte, entlastet dadurch die Power-User und bereichert das Unternehmen mit einer weiteren IT-Support Struktur auch für zukünftige Softwareeinführungen.
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Li, M.M., Billert, M., Dellermann, D., Peters, C., Leimeister, J.M. (2018). Einführung von Crowd-Based Support Dienstleistungen zur Verbesserung der Softwareeinführung. In: Meyer, K., Klingner, S., Zinke, C. (eds) Service Engineering. Springer Vieweg, Wiesbaden. https://doi.org/10.1007/978-3-658-20905-6_9
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