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Along with the increasing complexity of IT, frequent changes and updates to new technologies have made developing an effective help desk challenging. The main purpose of this study is to investigate the effect of different media on the end-users' satisfaction of help desk functions. The major theme of this paper is to show that when electronic media are combined and properly used with conventional human-based media, higher end-user satisfaction can be achieved. Media richness theory is used todoi:10.1109/hicss.2001.927186 dblp:conf/hicss/LeeKL01 fatcat:eapqas25mnewnlvjbxe2dyowva