论文标题
开源软件中用户支持工具的经验研究
An Empirical Study of User Support Tools in Open Source Software
论文作者
论文摘要
最终用户的积极响应对于任何软件的成功都是必不可少的。商业和开源软件（OSS）都是如此。 OSS之所以受欢迎，不仅是因为它的可用性通常是免费的，而且由于其提供的用户支持通常是通过公共平台提供的。这项研究的研究模型建立了OSS用户支持与可用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中100个OSS项目的数据集，并检查了不同OSS项目提供的五种用户支持工具。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中起着重要作用。但是，我们无法在用户支持和文档之间以及用户支持与OSS项目提供的故障排除指南之间找到显着关联。
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.
