Designing Metrics to Evaluate the Help Center of Baidu Cloud

Zhijun Gao, Yuxin Gao, Jingjing Xu

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

Help centers are mainly designed to assist users with their product uses. The question as to how we measure the quality of a help center remains unanswered. As the frst step of a joint research initiated by Peking University and Baidu Cloud that aims to develop a set of computable metrics to evaluate the quality of help centers, this experience report shares the results of data analysis on correlation between user behavioral data and technical documentation quality. The documents and data we use are a suite of cloud computing services provided by Baidu Cloud. The report begins with an introduction of the research goal; following reviews on the related work, it then lays out the design of the experiments with user data collected from Baidu Cloud. In our experiments, we categorize all documents into three groups and try to identify which metrics would afect documentation quality most. The result shows that the key index that contributes most to the model is PV/UV. At last, the report concludes with our current experimental eforts and future work in our plan.

Original languageEnglish
Title of host publicationSIGDOC 2019
Subtitle of host publicationProceedings of the 37th ACM International Conference on the Design of Communication
Place of PublicationNew York, NY, USA
PublisherACM Press
Number of pages7
ISBN (Electronic)9781450367905
ISBN (Print)978-1-4503-6790-5
DOIs
Publication statusPublished - 2019
Event37th ACM International Conference on the Design of Communication, SIGDOC 2019: Broadening the Boundaries of Communication Design - Portland State University, Portland, United States
Duration: 4 Oct 20196 Oct 2019
Conference number: 37

Publication series

NameSIGDOC 2019 - Proceedings of the 37th ACM International Conference on the Design of Communication

Conference

Conference37th ACM International Conference on the Design of Communication, SIGDOC 2019
Abbreviated titleSIGDOC 2019
CountryUnited States
CityPortland
Period4/10/196/10/19

Keywords

  • Help center evaluation
  • Quality evaluation
  • Technical information
  • Web metrics

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