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How open source software works: “free” user-to-user assistance (2003)
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| Venue: | Research Policy |
| Citations: | 214 - 2 self |
BibTeX
@ARTICLE{Lakhani03howopen,
author = {Karim R. Lakhani},
title = {How open source software works: “free” user-to-user assistance},
journal = {Research Policy},
year = {2003},
volume = {32},
pages = {923--943}
}
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Abstract
Research into free and open source software development projects has so far largely focused on how the major tasks of software development are organized and motivated. But a complete project requires the execution of “mundane but necessary” tasks as well. In this paper, we explore how the mundane but necessary task of field support is organized in the case of Apache web server software, and why some project participants are motivated to provide this service gratis to others. We find that the Apache field support system functions effectively. We also find that, when we partition the help system into its component tasks, 98 % of the effort expended by information providers in fact returns direct learning benefits to those providers. This finding considerably reduces the puzzle of why information providers are willing to perform this task “for free. ” Implications are discussed.
Keyphrases
open source software free user-to-user assistance information provider necessary task project participant complete project software development component task server software field support fact return open source software development project service gratis help system apache field support system function major task
