Tech Help Desk: Support for Local Entrepreneurs Addressing the Long Tail of Computing Challenges

Deconstructing the Veneer of Simplicity: Co-Designing Introductory Generative AI Workshops with Local Entrepreneurs

“…These effects are further compounded based on race and class due long-standing systemic and institutionalized racism and classism in the U.S. [13]. To better understand these inequities, prior work has detailed the types of technology challenges faced by local entrepreneurs in lean economies [5,24,35,36,64,71,77]entrepreneurs who primarily engage their local economy to overcome a lack of job opportunity and upward mobility [35,36]-who are often driven by economic necessity rather than choice [36]; such challenges include a lack of trust in technology platforms due to tech-based erasure and harm [24], unsupported technical skill acquisition alongside constant need for "upskilling" [44], unreliable devices and maintenance difficulties [35], and more.…”

“…While the "Community Collectives" model focused on entrepreneurs with a shared business domain (i.e. local tourism), "Tech Help Desk" provided a strategic and relational model of technical support for entrepreneurs from diverse backgrounds, business domains, and tech preferences through one-to-one, in-person, and long-term technical support [44]. Technical support staff worked collaboratively with entrepreneurs to solve the "long tail of computing challenges", or a large number of distinct challenges that were surfaced and solved.…”

“…Previous work in human-computer interaction (HCI) which focuses on local entrepreneurs from lean economies-economies where citizens exude resilience and resourcefulness to overcome minimal resources [24]-highlights the critical role of building small, local networks among entrepreneurs when onboarding digital technologies for their business [5,24,35,36,44,64,71,77]. These in-person support structures enable entrepreneurs to more effectively vet relationships, reputations, and technological guidance for trustworthiness [24,36].…”

“…In particular, such groups excel when they are informal, non-hierarchical, and showcase all members' expertise [25]. In addition to small groups, one-on-one technology support between entrepreneurs and technology experts can provide needed flexibility to tailor technical advice to the unique backgrounds and domains of local entrepreneurs [44].…”

“…Second, we contribute empirical findings of local entrepreneurs' use of generative AI technologies, as well as their concerns for use as it relates to their business. Third, we contribute details of an approach to designing community-driven AI workshops [20] that prioritize long-term commitment (e.g., a four year and ongoing tech support program [44]), community-driven goals (e.g., workshop series embedded in ongoing community initiatives), and community-centered value generation (e.g., workshop series primarily aimed to support entrepreneurs and improve services within the community center).…”