Transcript Survey - Terena

Evaluations and
recommendations
for a user support toolkit
Christine Cahoon
George Munroe
User support toolkit
Overview
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ETINU
Survey
Recommendations
ETINU
Environment To Inspire Network Users
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enable and encourage network users
promoting effective online support using network
services
email discussion list—300 members
works with IETF User Services Area
project funded by TERENA
ETINU
Project
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gather information on current user support working
practice and requirements
report contains:
summary of the survey findings
descriptions of support related software with example sites
using an online support approach
a set of recommendations which includes a theoretical
framework for an online support system
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use simple network tools to provide effective elements
of support
ETINU
Principles
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all information exchange via computer interface
support system integrate with as many information
resources and media as possible
interfaces should be easy to ‘learn’ and simple to use
some level of support available 24 hours a day
users able to help themselves
support activity monitored
Survey
Objectives
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collect details of what software currently used
determine most successful aspects of support
environments reported
other aspects of user support questioned including:
provision for users to help themselves
numbers of staff and users involved
user and staff satisfaction of service
Survey
Results
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335 repondents from 258 named sites in 25
countries—managers, local support staff, users,
systems staff, national staff
Role of individual replying
User  41
Local support  94
National support  30
Systems  41
Manager  127
Survey
Results
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if a site begins to use a network service then it is likely
to use another network service
Main method of providing support
None of these  5
Email  83
Web  10
Telephone  161
Interview  71
Survey
Results
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effort directed more at maintaining a basic service,
rather than using full potential of software
User submission of queries
No  225
Yes  110
Query progress reporting
No  208
Yes  127
Access to knowledgebase
No  223
Yes  112
Computer telephony integration
No  312
Yes  23
Survey
Results
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use of phone increases as numbers of users and staff
increase—need to introduce a more scalable service
Users with access to
0-50
51-250
251-500
501-1000
1001-5000
5001-10000
10000+
Do not know
support
 36
 38
 35
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 66
 7
Full staff providing
0-1
1-3
4-10
10-20
20+
Do not know
support
 16
 94
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Survey
Results
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many queries can be automatically dealt with from
answers from past queries
% answerable from past queries
0-10%  26
10-20%  36
21-40%  63
41-60%  67
60%+  63
Do not know  18
Survey
Results
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overall satisfaction of a support system lower for nonEnglish respondents compared to English
respondents
Survey
Results
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70% believe standard approach to provision of online
user support is very important
Recommendations
An ideal online support system
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accept query and convert to common format
store query and 'label' appropriately
update query and response status
semi-automated FAQ compiler and editor
indexer and corresponding search facility
automatic reporting of support activity
annotation facility for URL insertion
set of tools for 'synchronous' interaction
interface
index
local
queries
FAQ
remote
web
interface
index
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local
queries
FAQ
remote
web
interface
index
local
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2
queries
FAQ
remote
web
interface
index
1
3
local
2
queries
FAQ
remote
web
interface
index
1
3
local
2
queries
FAQ
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remote
web
interface
index
1
3
5
local
2
queries
FAQ
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remote
web
interface
index
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3
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local
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queries
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FAQ
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remote
web
interface
index
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local
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queries
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FAQ
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remote
web
interface
index
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local
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queries
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6
FAQ
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7
remote
web
Recommendations
Implementation—software
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specific software matching system components not
available
a choice of tools from a ‘toolkit’ would enable selective
implementation rather than complete solution
possible software identified which could be adapted in
part or whole
Recommendations
Implementation—network resources
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use of web and email widespread
those providing online support, use an email
discussion list—some accessible from web page
could be set up from different support areas with
separate FAQ section for each area
moderator oversee list ensuring queries are resolved
feedback, staff become proactive in improving a
service
Recommendations
Implementation—staff
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as computers, users and problems increase, need to
change the way support is delivered
large organisations with many departments with
different equipment—appointing staff to help each
other
‘technical jargon’ free information
not restricting support to staff—volunteers can add
their expertise
Recommendations
Checklist
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define support standards
assess current use of email and web
consider core resources
consider processes
explore available software
consider staff organisation and well being
User support toolkit
Overview
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ETINU
Survey
Recommendations
ETINU
Participate
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join the tf-etinu list, send a message to
[email protected]
state:
subscribe tf-etinu 'your real name'
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ETINU task force web site:
http://www.terena.nl/task-forces/tf-etinu/
Environment To Inspire
Network Users
ETINU