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Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence

Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence

Title:Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence (ID: ERB0908)
Author(s):Dewitt Latimer (University of Notre Dame), Katie Rose (University of Notre Dame), Justin Sipher (Skidmore College) and Melissa Woo (University of Wisconsin-Milwaukee)
Topics:24x7 Support, crowdsourcing, Help Desk, knowledge base, mass intelligence, Outsourcing, Support Services, Web 2.0
Origin:Research Bulletins, ECAR (04/21/2009)
Type:Articles, Papers, and Reports
Abstract:

This ECAR research bulletin refines the concepts of crowdsourcing and mass intelligence and provides several notable examples of their vast potential when they are used together. As higher education faces the challenge of supporting increasingly broad-spectrum IT services for a progressively sophisticated user population while facing tighter institutional and IT budgets, the bulletin also offers a suggestion of a potential win-win for higher education: crowdsourcing the IT help desk.

Citation for this work: Latimer, Dewitt, Katie Rose, Justin Sipher, and Melissa Woo. “Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence” (Research Bulletin, Issue 8). Boulder, CO: EDUCAUSE Center for Applied Research, 2009, available from http://www.educause.edu/ecar.

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