arXivDaily arXiv每日学术速递 周一至周五更新
arXiv 2005.10169cs.SE
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开源软件用户支持工具的实证研究

An Empirical Study of User Support Tools in Open Source Software

Arif Razza, Luiz Fernando Capretz, Shuib Basri

摘要:

最终用户的积极响应对于任何软件的成功都是至关重要的。商业软件和开源软件(OSS)都是如此。开放源码软件之所以受欢迎,不仅是因为它通常是免费的,而且还因为它通常通过公共平台提供的用户支持。本研究的研究模式建立了开放源码软件用户支持和可用的支持工具之间的关系。为了进行这项研究,我们使用了不同类别的100个OSS项目的数据集,并检查了不同OSS项目提供的五个用户支持工具。结果表明,项目跟踪器、用户邮件列表和更新版本在获得用户支持方面发挥着重要作用。然而,我们无法找到用户支持和文档之间的重要联系,以及用户支持和OSS项目提供的故障排除指南之间的重要联系。

英文摘要:

End users positive response is essential for the success of any software. This is true for both commercial and Open Source Software (OSS). OSS is popular not only because of its availability, which is usually free but due to the user support it provides, generally through public platforms. The study model of this research establishes a relationship between OSS user support and available support tools. To conduct this research, we used a dataset of 100 OSS projects in different categories and examined five user support tools provided by different OSS projects. The results show that project trackers, user mailing lists, and updated versions have a significant role in gaining user support. However, we were unable to find a significant association between user support and documentation, as well as between user support and the troubleshooting guidelines provided by OSS projects.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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