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

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dc.contributorAalto-yliopistofi
dc.contributorAalto Universityen
dc.contributor.authorChristensen, Camillaen_US
dc.contributor.authorEhrenberg, Nilsen_US
dc.contributor.authorChristiansson, Jörnen_US
dc.contributor.authorGrönvall, Eriken_US
dc.contributor.authorSaad-Sulonen, Joannaen_US
dc.contributor.authorKeinonen, Turkkaen_US
dc.contributor.departmentIT University of Copenhagenen_US
dc.contributor.departmentDepartment of Designen_US
dc.date.accessioned2022-11-23T07:59:40Z
dc.date.available2022-11-23T07:59:40Z
dc.date.issued2022-10-08en_US
dc.description.abstractIn 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.en
dc.description.versionPeer revieweden
dc.format.extent12
dc.identifier.citationChristensen , 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/10.1145/3546155.3546660en
dc.identifier.doi10.1145/3546155.3546660en_US
dc.identifier.isbn978-1-4503-9699-8
dc.identifier.otherPURE UUID: 2372e972-861f-4af8-9b7e-c443018ab464en_US
dc.identifier.otherPURE ITEMURL: https://research.aalto.fi/en/publications/2372e972-861f-4af8-9b7e-c443018ab464en_US
dc.identifier.otherPURE LINK: http://www.scopus.com/inward/record.url?scp=85140886592&partnerID=8YFLogxKen_US
dc.identifier.otherPURE LINK: https://pure.itu.dk/da/publications/volunteer-based-it-helpdesks-as-ambiguous-quasi-public-services-aen_US
dc.identifier.urihttps://aaltodoc.aalto.fi/handle/123456789/117801
dc.identifier.urnURN:NBN:fi:aalto-202211236561
dc.language.isoenen
dc.publisherACM
dc.relation.ispartofNordic Conference on Human-Computer Interactionen
dc.relation.ispartofseriesProceedings of the 12th Nordic Conference on Human-Computer Interaction (NordiCHI’22)en
dc.relation.ispartofseriesInternational Conference Proceeding Series (ICPS)en
dc.rightsopenAccessen
dc.titleVolunteer-based IT Helpdesks as Ambiguous Quasi-Public Services - a Case Study from Two Nordic Countriesen
dc.typeConference article in proceedingsfi
dc.type.versionpublishedVersion
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