A query pattern analysis for the support system construction in computer education

Most built-in help systems provided by makers of applications are insufficient to answer students´ queries in the class room situations. Support systems which reflect on the real queries in class are desirable. To construct such a support system, we developed a prototype system with a web application in combination with the regular human interactive support. Moreover, we stored all queries and responses using the system, and analyzed the queries. According to the analysis, we found that the queries could be divided into three types: queries about concept, how-to queries about computer use, and simple queries concerning current status of the computer environment. We also revealed automatic responses to how-to and simple queries were effective. On the other hand, queries about concept acquisition such as programming varied in contents and required human support. To implement automatic responses to this type of queries we need to further investigate their contents.