E-namoSupport: A Web-Based Helpdesk Support Environment for Senior Citizens

Abstract

This study aims to track the development of a helpdesk support environment — E-namoSupport — to solve digital divide between seniors and other generations. This is one part of the E-namokun project, an information promotion project started in Nagoya city, Japan. E-namoSupport is a helpdesk system that has the following characteristics: (1) unlike general helpdesk systems, which generally only cover one organization, E-namoSupport has been developed through joint government, university, and NPO cooperation; (2) users are senior citizens with little or no PC experience; (3) its aim is not only to solve problems or answer questions, but also helping senior citizens learn more computer knowledge and further their computer skills. In the E-namoSupport environment we have developed four subsystems: a case trace system (CTS); a consultation management system (CMS); an FAQ System (FAQS); and an FAQ analysis system (FAQAS). We propose an information cycle model that efficiently manages information flow in the four subsystems as well as in organizations. We take senior citizens’ attributes into account using a set of quizzes that help operators describe enquiry cases and make conversation flow more smoothly. We also design an easy-to-use interface and functions that help users access FAQS. Moreover, we develop E-namoSupport as a learning environment, providing suitable learning contents by analysing users’ interests and needs, which helps users to improve their IT abilities of and enjoy life in the information age.