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 & 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