Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

Camilla Christensen; Nils Ehrenberg; Jörn Christiansson; Erik Grönvall; Joanna Saad-Sulonen; Turkka Keinonen

doi:10.1145/3546155.3546660

Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

Camilla Christensen^*, Nils Ehrenberg, Jörn Christiansson, Erik Grönvall, Joanna Saad-Sulonen, Turkka Keinonen

^*Corresponding author for this work

IT University of Copenhagen

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

1 Citation (Scopus)

9 Downloads (Pure)

Abstract

In this case study we take a Nordic perspective on the tension between increased digitalisation of public services and the insufficient support for citizens with limited digital literacy. Volunteer-based IT helpdesk services in public libraries have emerged as an attempt to address this tension. Drawing on examples of volunteering in public library-based IT helpdesk services in two Nordic countries, this paper considers the IT helpdesks as quasi-public services. Based on interviews, observations and workshops, we explore: the work of IT helpdesk volunteers, the characteristics of helpdesk services offered, and the implications of these services being offered by volunteers. The services offered are of acceptable quality to the users while the ambiguity and lack of institutional support is making the service fragile. In spite of the challenges of the quasi-public IT helpdesk service we also note how it offers a potential platform for the co-design and support of new public services.

Camilla Christensen and Nils Ehrenberg are shared first authors.

Original language	English
Title of host publication	Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22)
Place of Publication	New York
Publisher	ACM
Number of pages	12
ISBN (Electronic)	978-1-4503-9699-8
DOIs	https://doi.org/10.1145/3546155.3546660
Publication status	Published - 8 Oct 2022
MoE publication type	A4 Conference publication
Event	Nordic Conference on Human-Computer Interaction - Aarhus, Denmark Duration: 8 Oct 2022 → 12 Oct 2022 Conference number: 12 https://conferences.au.dk/nordichi2022

Publication series

Name	International Conference Proceeding Series (ICPS)
Publisher	ACM

Conference

Conference	Nordic Conference on Human-Computer Interaction
Abbreviated title	NordiCHI
Country/Territory	Denmark
City	Aarhus
Period	08/10/2022 → 12/10/2022
Internet address	https://conferences.au.dk/nordichi2022

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10.1145/3546155.3546660

https://pure.itu.dk/da/publications/volunteer-based-it-helpdesks-as-ambiguous-quasi-public-services-a

Cite this

Christensen, C., Ehrenberg, N., Christiansson, J., Grönvall, E., Saad-Sulonen, J., & Keinonen, T. (2022). Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries. In Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22) Article 3546660 (International Conference Proceeding Series (ICPS)). ACM. https://doi.org/10.1145/3546155.3546660

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abstract = "In this case study we take a Nordic perspective on the tension between increased digitalisation of public services and the insufficient support for citizens with limited digital literacy. Volunteer-based IT helpdesk services in public libraries have emerged as an attempt to address this tension. Drawing on examples of volunteering in public library-based IT helpdesk services in two Nordic countries, this paper considers the IT helpdesks as quasi-public services. Based on interviews, observations and workshops, we explore: the work of IT helpdesk volunteers, the characteristics of helpdesk services offered, and the implications of these services being offered by volunteers. The services offered are of acceptable quality to the users while the ambiguity and lack of institutional support is making the service fragile. In spite of the challenges of the quasi-public IT helpdesk service we also note how it offers a potential platform for the co-design and support of new public services.Camilla Christensen and Nils Ehrenberg are shared first authors.",

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Christensen, C, Ehrenberg, N, Christiansson, J, Grönvall, E, Saad-Sulonen, J & Keinonen, T 2022, Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries. in Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22)., 3546660, International Conference Proceeding Series (ICPS), ACM, New York, Nordic Conference on Human-Computer Interaction, Aarhus, Denmark, 08/10/2022. https://doi.org/10.1145/3546155.3546660

Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries. / Christensen, Camilla; Ehrenberg, Nils; Christiansson, Jörn et al.
Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22). New York: ACM, 2022. 3546660 (International Conference Proceeding Series (ICPS)).

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

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AU - Grönvall, Erik

AU - Saad-Sulonen, Joanna

AU - Keinonen, Turkka

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AB - In this case study we take a Nordic perspective on the tension between increased digitalisation of public services and the insufficient support for citizens with limited digital literacy. Volunteer-based IT helpdesk services in public libraries have emerged as an attempt to address this tension. Drawing on examples of volunteering in public library-based IT helpdesk services in two Nordic countries, this paper considers the IT helpdesks as quasi-public services. Based on interviews, observations and workshops, we explore: the work of IT helpdesk volunteers, the characteristics of helpdesk services offered, and the implications of these services being offered by volunteers. The services offered are of acceptable quality to the users while the ambiguity and lack of institutional support is making the service fragile. In spite of the challenges of the quasi-public IT helpdesk service we also note how it offers a potential platform for the co-design and support of new public services.Camilla Christensen and Nils Ehrenberg are shared first authors.

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BT - Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22)

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ER -

Christensen C, Ehrenberg N, Christiansson J, Grönvall E, Saad-Sulonen J , Keinonen T. Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries. In Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22). New York: ACM. 2022. 3546660. (International Conference Proceeding Series (ICPS)). doi: 10.1145/3546155.3546660

Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

Abstract

Publication series

Conference

Access to Document

Other files and links

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CAPE: Civic Agency in Public E-service design

Cite this

Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

Abstract

Publication series

Conference

Access to Document

Other files and links

Fingerprint

Projects

CAPE: Civic Agency in Public E-service design

Cite this