E-NAMOSUPPORT: A WEB-BASED HELPDESK SUPPORT ENVIRONMENT FOR SENIOR CITIZENS

Wei Zhou, Takami Yasuda, Shigeki Yokoi

Abstract

This study aims to track the development of a helpdesk support environment -- E-namoSupport -- to solve digital divide between seniors and other generations. This is one part of the E-namokun project, an information promotion project started in Nagoya city, Japan. E-namoSupport is a helpdesk system that has the following characteristics: (1) unlike general helpdesk systems, which generally only cover one organization, E-namoSupport has been developed through joint government, university, and NPO cooperation; (2) users are senior citizens with little or no PC experience; (3) its aim is not only to solve problems or answer questions, but also helping senior citizens learn more computer knowledge and further their computer skills. In the E-namoSupport environment we have developed four subsystems: a case trace system (CTS); a consultation management system (CMS); an FAQ System (FAQS); and an FAQ analysis system (FAQAS). We propose an information cycle model that efficiently manages information flow in the four subsystems as well as in organizations. We take senior citizens’ attributes into account using a set of quizzes that help operators describe enquiry cases and make conversation flow more smoothly. We also design an easy-to-use interface and functions that help users access FAQS. Moreover, we develop EnamoSupport as a learning environment, providing suitable learning contents by analysing users’ interests and needs, which helps users to improve their IT abilities of and enjoy life in the information age.

References

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Paper Citation


in Harvard Style

Zhou W., Yasuda T. and Yokoi S. (2006). E-NAMOSUPPORT: A WEB-BASED HELPDESK SUPPORT ENVIRONMENT FOR SENIOR CITIZENS . In Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST, ISBN 978-972-8865-47-4, pages 29-36. DOI: 10.5220/0001239000290036


in Bibtex Style

@conference{webist06,
author={Wei Zhou and Takami Yasuda and Shigeki Yokoi},
title={E-NAMOSUPPORT: A WEB-BASED HELPDESK SUPPORT ENVIRONMENT FOR SENIOR CITIZENS},
booktitle={Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,},
year={2006},
pages={29-36},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001239000290036},
isbn={978-972-8865-47-4},
}


in EndNote Style

TY - CONF
JO - Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,
TI - E-NAMOSUPPORT: A WEB-BASED HELPDESK SUPPORT ENVIRONMENT FOR SENIOR CITIZENS
SN - 978-972-8865-47-4
AU - Zhou W.
AU - Yasuda T.
AU - Yokoi S.
PY - 2006
SP - 29
EP - 36
DO - 10.5220/0001239000290036