The intelligent helpdesk: Supporting peer-help in a university course

Jim Greer, Gordon McCalla, John Cooke, Jason Collins, Vive Kumar, Andrew Bishop, Julita Vassileva

Research output: Chapter in Book/Report/Conference proceedingPublished Conference contributionpeer-review

65 Citations (Scopus)


Universities, experiencing growths in student enrollment and reductions in operating budgets, are faced with the problem of providing adequate help resources for students. Help resources are needed at an institution-wide and also at a course-specific level, due to the limited time of instructors to provide help and answer questions. The Intelligent IntraNet Peer Help Desk provides an integration and application of previously developed ARIES Lab tools for peer help to university teaching. One of its components, CPR, provides a subject-oriented discussion forum and FAQ-list providing students with electronic help. Another component, PHelpS, suggests an appropriate peer to provide human help. In both cases it is peer help, since the help originates from students themselves. The selection of the appropriate help resource (electronic or human) is based on modelling student knowledge and on a conceptual model of the subject material.

Original languageEnglish
Title of host publicationIntelligent Tutoring Systems - 4th International Conference, ITS 1998, Proceedings
EditorsBarry P. Goettl, Valerie J. Shute, Henry M. Halff, Carol L. Redfield
Number of pages10
Publication statusPublished - 1998
Event4th International Conference on Intelligent Tutoring Systems, ITS 1998 - San Antonio, United States
Duration: 16 Aug. 199819 Aug. 1998

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference4th International Conference on Intelligent Tutoring Systems, ITS 1998
Country/TerritoryUnited States
CitySan Antonio


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