Troubles with the Internet: The dynamics of help at home

Despite advances in technology, nearly everyone experiences technical chall enges using home computers and the Internet. In a field trial of household Internet usage, 89% of 93 families needed support from a computer help desk in the Ist year they used the Internet. However, usually only the most tec hnically involved members of the family requested external technical suppor t, and this behavior was associated with other computer-related behaviors i n the household. Mie explore the process by which a family member with comp aratively high technical skill or enthusiasm, often a teenager, becomes the family guru, makes external support requests, and becomes the person in th e family to whom others turn for technical help. The family guru benefits f rom this role, influences the household's adoption of technology, and repre sents an important link between households and computer support professiona ls. The role also is a fascinating example of the evolution of intergenerat ion relationships.