[Preview] Tech Help Desk: Support for Local Entrepreneurs Addressing the Long Tail of Computing Challenges
Yasmine Kotturi, Herman T Johnson, Michael Skirpan, Sarah E Fox, Jeffrey P Bigham, Amy Pavel
CHI'22: ACM Conference on Human Factors in Computing Systems
Session: Strategies for Design
Abstract
Even entrepreneurs whose businesses are not technological (e.g., handmade goods) need to be able to use a wide range of computing technologies in order to achieve their business goals. In this paper, we follow a participatory action research approach and collaborate with various stakeholders at an entrepreneurial co-working space to design "Tech Help Desk", an on-going technical service for entrepreneurs. Our model for technical assistance is strategic, in how it is designed to fit the context of local entrepreneurs, and responsive, in how it prioritizes emergent needs. From our engagements with 19 entrepreneurs and support personnel, we reflect on the challenges with existing technology support for non-technological entrepreneurs. Our work highlights the importance of ensuring technological support services can adapt based on entrepreneurs' ever-evolving priorities, preferences and constraints. Furthermore, we find technological support services should maintain broad technical support for entrepreneurs' long tail of computing challenges.
WEB:: http://programs.sigchi.org/chi/2022/program/content/72085
Presentation Video:: https://www.youtube.com/watch?v=w1vpvxQm8bM
DOI:: https://doi.org/10.1145/3491102.3517708
Video previews for CHI 2022 papers