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Ali A. Albar

By admin2019 - Posted on 27 January 2015

Mr. Ali A. Albar earned a Master Degree in Information and Communication Sciences from Ball State University, Muncie, IN. Presently, Mr. Albar is an Information Science PhD candidate at the University of North Texas, Denton, TX.

Mr. Albar is a computer lecturer at the Department of Information and Computer Technology, Yanbu Industrial College, The Royal Commission, Kingdom of Saudi Arabia. Mr. Albar worked as a Network Administrator and Technical Support Manager for two years at the Saudi American Geological Survey, Jeddah, Saudi Arabia, and he earned most of the professional certificates from Cisco and Microsoft.

In 2014, Mr. Albar presented a paper at Montana State University with the title “Toward a Successful Engagement and Use of Educational Video Games”. In 2015, Mr. Albar was selected to be one of authors for a Springer book in the CSCW Series on Collaborative Information Seeking (CIS). His chapter’s title is “A Proposed CIS Interface Based on the Analysis of Problem-Solving in Online Technical Support”. Currently, Mr. Albar is studying “the violent use of social media applications” for his PhD dissertation.

Collaborative Information Seeking Behavior: An Ethnographic Research in Technical Support Setting

This study aims to describe the multifaceted concept of collaborative information seeking behavior in technical support settings. Previous studies have discussed diverse factors that could establish the collaborative work in different settings such as healthcare, business, and education. The literature reveals that lack of knowledge, lack of information access, and level of task complexity are triggers that could establish the collective work. Computer technical support environment has not been qualitatively investigated with information seeking behavior. The findings of this research provide some practical explanations of recent collaborative information seeking models and their triggers. Moreover, the deep analysis of the collected data from participating observations and interviews led to newly discovered triggers related to the natural of work tasks in technical support setting. The discussion part in this research puts forth some future research directions and recommendations for information science researchers and technical support professionals that could enhance the quality of service and team collaboration.

Keywords: Collaboration, Collaborative Information Seeking, Technical Support, Collaborative Problem-Solving, Collaborative Troubleshooting