Google Helpouts: Bring an expert to your desk, kitchen, couch, wherever

Helpout Real People 131105

Can you remember how you obtained answers to questions in the pre-Internet world? You could travel to the local library to find a reference book. Or more likely, you turned to a person you knew and whom you thought might have the information. You would phone them or visit them or if you were lucky find them sitting in the same room as you. Knowledge was transferred person to person.

The Internet placed trust in search engines over people

Then the Internet age dawned and with it search engines. Search engines gave us the ability to find information, answers to questions and solutions to problems as quickly as we could enter a search term into a browser. And when we did, a set of search results would be delivered to our browser. Choose the result we liked or trusted most, and we had our answer.

Information became instantly accessible. But it also became disconnected from the the human source we trusted. In effect, we transferred our trust to the search engine and its algorithm.

Continue reading…