@inbook{989266b5e5014fccb1ebad9ed1cdb633,
title = "Crowdsourcing from the community to resolve complex service requests",
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.",
keywords = "Action research, Community, Crowdsourcing, Design research, Industry-Academia collaboration, Service requests",
author = "Anthony O'Leary and Paidi O'Raghallaigh and Tadhg Nagle and David Sammon",
note = "Publisher Copyright: {\textcopyright} 2017 ACM.; 13th International Symposium on Open Collaboration, OpenSym 2017 ; Conference date: 23-08-2017 Through 25-08-2017",
year = "2017",
month = aug,
day = "23",
doi = "10.1145/3126673.3126677",
language = "English",
series = "Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017",
publisher = "Association for Computing Machinery, Inc",
booktitle = "Proceedings of the 13th International Symposium on Open Collaboration Companion, OpenSym 2017",
}