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

^*Tämän työn vastaava kirjoittaja

IT University of Copenhagen

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Conference article in proceedings › Scientific › vertaisarvioitu

1 Sitaatiot (Scopus)

9 Lataukset (Pure)

Abstrakti

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.

Alkuperäiskieli	Englanti
Otsikko	Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22)
Julkaisupaikka	New York
Kustantaja	ACM
Sivumäärä	12
ISBN (elektroninen)	978-1-4503-9699-8
DOI - pysyväislinkit	https://doi.org/10.1145/3546155.3546660
Tila	Julkaistu - 8 lokak. 2022
OKM-julkaisutyyppi	A4 Artikkeli konferenssijulkaisussa
Tapahtuma	Nordic Conference on Human-Computer Interaction - Aarhus, Tanska Kesto: 8 lokak. 2022 → 12 lokak. 2022 Konferenssinumero: 12 https://conferences.au.dk/nordichi2022

Julkaisusarja

Nimi	International Conference Proceeding Series (ICPS)
Kustantaja	ACM

Conference

Conference	Nordic Conference on Human-Computer Interaction
Lyhennettä	NordiCHI
Maa/Alue	Tanska
Kaupunki	Aarhus
Ajanjakso	08/10/2022 → 12/10/2022
www-osoite	https://conferences.au.dk/nordichi2022

Pääsy asiakirjaan

10.1145/3546155.3546660

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

Muut tiedostot ja linkit

Linkki julkaisuun Scopuksessa

CAPE: Civic Agency in Public E-service design
Keinonen, T. (Vastuullinen tutkija) & Ehrenberg, N. (Projektin jäsen)
01/10/2020 → 31/12/2023
Projekti: Other external funding: Other foreign funding

Siteeraa tätä

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. teoksessa Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22) Artikkeli 3546660 (International Conference Proceeding Series (ICPS)). ACM. https://doi.org/10.1145/3546155.3546660

@inproceedings{2372e972861f4af89b7ec443018ab464,

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

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.",

author = "Camilla Christensen and Nils Ehrenberg and J{\"o}rn Christiansson and Erik Gr{\"o}nvall and Joanna Saad-Sulonen and Turkka Keinonen",

year = "2022",

month = oct,

day = "8",

doi = "10.1145/3546155.3546660",

language = "English",

series = "International Conference Proceeding Series (ICPS)",

publisher = "ACM",

booktitle = "Proceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI{\textquoteright}22)",

address = "United States",

note = "Nordic Conference on Human-Computer Interaction, NordiCHI ; Conference date: 08-10-2022 Through 12-10-2022",

url = "https://conferences.au.dk/nordichi2022",

}

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. julkaisussa 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, Tanska, 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)).

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Conference article in proceedings › Scientific › vertaisarvioitu

TY - GEN

T1 - Volunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countries

AU - Christensen, Camilla

AU - Ehrenberg, Nils

AU - Christiansson, Jörn

AU - Grönvall, Erik

AU - Saad-Sulonen, Joanna

AU - Keinonen, Turkka

N1 - Conference code: 12

PY - 2022/10/8

Y1 - 2022/10/8

N2 - 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.

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.

UR - http://www.scopus.com/inward/record.url?scp=85140886592&partnerID=8YFLogxK

U2 - 10.1145/3546155.3546660

DO - 10.1145/3546155.3546660

M3 - Conference article in proceedings

T3 - International Conference Proceeding Series (ICPS)

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

PB - ACM

CY - New York

T2 - Nordic Conference on Human-Computer Interaction

Y2 - 8 October 2022 through 12 October 2022

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. julkaisussa 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

Abstrakti

Julkaisusarja

Conference

Pääsy asiakirjaan

Muut tiedostot ja linkit

Sormenjälki

Projektit

CAPE: Civic Agency in Public E-service design

Siteeraa tätä