A Classification of Opening Posts in Commercial Software Help Forums


The opening posts in software help forums reflect the users’ confusion/expectations regarding to the software learning and usage. In this study, we present a classification of 1200 opening posts in two commercial software help forums (Adobe Photoshop u0026 Cakewalk Sonar) based on three dimensions: type, scope, and topic. We find that the most common opening posts are related to error/stuck situations while using the software to finish a specific task. Additionally, users tend to spend more words to describe posts that involve the operating system or installation issue. Our classification presents a new perspective to examine the software feedback from users and motivates design implications for software designers and researchers.

Related Resources

See what’s new.



Lifecycle Building Card: Toward Paperless and Visual Lifecycle Management Tools

This paper presents a novel vision of paperless and visual lifecycle…



Sustainability through Computation

This chapter describes how computation can support individuals,…



Exploring the Design Space of Multiscale 3D Orientation

Recently, research in 3D computer graphics and interaction has started…



Office Central

Using Office Central, remote workers can “advertise” their presence in…

Get in touch

Something pique your interest? Get in touch if you’d like to learn more about Autodesk Research, our projects, people, and potential collaboration opportunities.

Contact us