Crowdsourcing from the community to resolve complex service requests

Anthony O'Leary; Paidi O'Raghallaigh; Tadhg Nagle; David Sammon

doi:10.1145/3126673.3126677

Crowdsourcing from the community to resolve complex service requests

Anthony O'Leary
, Paidi O'Raghallaigh
, Tadhg Nagle
, David Sammon

Cork University Business School

Research output: Chapter in Book/Report/Conference proceedings › Conference proceeding › peer-review

Abstract

The VMware Community may provide an opportunity to VMware to tap into the collective intelligence of its 2.4 million strong members to generate intelligent responses to complex Service Requests (SRs). Bill Joy, cofounder of Sun Microsystems, put it well when he said: "No matter who you are, most of the smartest people work for someone else..!". The data generated from the vSlua project using an Action Design Research approach shows that the Community resolves lower complexity SR issues efficiently, but begins to struggle as the complexity increases. Almost 50% of all the SRs were answered and over 50% of the answered SRs were resolved in under 6 hours.

Original language	English
Title of host publication	Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017
Publisher	Association for Computing Machinery, Inc
ISBN (Electronic)	9781450354172
DOIs	https://doi.org/10.1145/3126673.3126677
Publication status	Published - 23 Aug 2017
Event	13th International Symposium on Open Collaboration, OpenSym 2017 - Galway, Ireland Duration: 23 Aug 2017 → 25 Aug 2017

Publication series

Name	Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017

Conference

Conference	13th International Symposium on Open Collaboration, OpenSym 2017
Country/Territory	Ireland
City	Galway
Period	23/08/17 → 25/08/17

Keywords

Action research
Community
Crowdsourcing
Design research
Industry-Academia collaboration
Service requests

Access to Document

10.1145/3126673.3126677

Cite this

O'Leary, A., O'Raghallaigh, P., Nagle, T., & Sammon, D. (2017). Crowdsourcing from the community to resolve complex service requests. In Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017 Article a5 (Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017). Association for Computing Machinery, Inc. https://doi.org/10.1145/3126673.3126677

O'Leary, Anthony ; O'Raghallaigh, Paidi ; Nagle, Tadhg et al. / Crowdsourcing from the community to resolve complex service requests. Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017. Association for Computing Machinery, Inc, 2017. (Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017).

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abstract = "The VMware Community may provide an opportunity to VMware to tap into the collective intelligence of its 2.4 million strong members to generate intelligent responses to complex Service Requests (SRs). Bill Joy, cofounder of Sun Microsystems, put it well when he said: {"}No matter who you are, most of the smartest people work for someone else..!{"}. The data generated from the vSlua project using an Action Design Research approach shows that the Community resolves lower complexity SR issues efficiently, but begins to struggle as the complexity increases. Almost 50\% of all the SRs were answered and over 50\% of the answered SRs were resolved in under 6 hours.",

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author = "Anthony O'Leary and Paidi O'Raghallaigh and Tadhg Nagle and David Sammon",

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year = "2017",

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doi = "10.1145/3126673.3126677",

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O'Leary, A, O'Raghallaigh, P, Nagle, T & Sammon, D 2017, Crowdsourcing from the community to resolve complex service requests. in Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017., a5, Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017, Association for Computing Machinery, Inc, 13th International Symposium on Open Collaboration, OpenSym 2017, Galway, Ireland, 23/08/17. https://doi.org/10.1145/3126673.3126677

Crowdsourcing from the community to resolve complex service requests. / O'Leary, Anthony; O'Raghallaigh, Paidi; Nagle, Tadhg et al.
Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017. Association for Computing Machinery, Inc, 2017. a5 (Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017).

Research output: Chapter in Book/Report/Conference proceedings › Conference proceeding › peer-review

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AB - The VMware Community may provide an opportunity to VMware to tap into the collective intelligence of its 2.4 million strong members to generate intelligent responses to complex Service Requests (SRs). Bill Joy, cofounder of Sun Microsystems, put it well when he said: "No matter who you are, most of the smartest people work for someone else..!". The data generated from the vSlua project using an Action Design Research approach shows that the Community resolves lower complexity SR issues efficiently, but begins to struggle as the complexity increases. Almost 50% of all the SRs were answered and over 50% of the answered SRs were resolved in under 6 hours.

KW - Action research

KW - Community

KW - Crowdsourcing

KW - Design research

KW - Industry-Academia collaboration

KW - Service requests

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T3 - Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017

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O'Leary A, O'Raghallaigh P, Nagle T, Sammon D. Crowdsourcing from the community to resolve complex service requests. In Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017. Association for Computing Machinery, Inc. 2017. a5. (Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017). doi: 10.1145/3126673.3126677

Crowdsourcing from the community to resolve complex service requests

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