Evaluations andrecommendations
for a user support toolkit
Christine Cahoon
George Munroe
User support toolkit
1 ETINU2 Survey3 Recommendations
Overview
ETINU
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
Environment To Inspire Network Users
ETINU
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
use simple network tools to provide effective elements of support
Project
ETINU
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
Principles
Survey
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
Objectives
Survey
335 repondents from 258 named sites in 25 countries—managers, local support staff, users, systems staff, national staff
Results
Role of individual replying User 41 Local support 94 National support 30 Systems 41 Manager 127
Survey
if a site begins to use a network service then it is likely to use another network service
Results
Main method of providing support None of these 5 Email 83 Web 10 Telephone 161 Interview 71
Survey
effort directed more at maintaining a basic service, rather than using full potential of software
Results
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
use of phone increases as numbers of users and staff increase—need to introduce a more scalable service
Results
Users with access to support 0-50 36 51-250 38 251-500 35 501-1000 29 1001-5000 71 5001-10000 45 10000+ 66 Do not know 7
Full staff providing support 0-1 16 1-3 94 4-10 110 10-20 53 20+ 44 Do not know 9
Survey
many queries can be automatically dealt with from answers from past queries
Results
% answerable from past queries 0-10% 26 10-20% 36 21-40% 63 41-60% 67 60%+ 63 Do not know 18
Survey
overall satisfaction of a support system lower for non-English respondents compared to English respondents
Results
Survey
70% believe standard approach to provision of online user support is very important
Results
Recommendations
An ideal online support system1 accept query and convert to common format2 store query and 'label' appropriately 3 update query and response status4 semi-automated FAQ compiler and editor5 indexer and corresponding search facility6 automatic reporting of support activity7 annotation facility for URL insertion8 set of tools for 'synchronous' interaction
remoteweb
local
queries
index
interface
FAQ
FAQremote
web
1
local
queries
index
interface
FAQremote
web
1
2local
queries
index
interface
FAQremote
web
31
2local
queries
index
interface
FAQremote
web
31
2
4
local
queries
index
interface
FAQremote
web
31
2
5
4
local
queries
index
interface
FAQremote
web
31
2
5
4
6
local
queries
index
interface
FAQremote
web
31
2
5
4
7
6
local
queries
index
interface
FAQremote
web
31
2
5
4
7
86
local
queries
index
interface
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—software
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—network resources
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
Implementation—staff
1 define support standards2 assess current use of email and web3 consider core resources4 consider processes5 explore available software6 consider staff organisation and well being
Recommendations
Checklist
User support toolkit
1 ETINU2 Survey3 Recommendations
Overview
join the tf-etinu list, send a message to
[email protected] state:subscribe tf-etinu 'your real name'
ETINU task force web site: http://www.terena.nl/task-forces/tf-etinu/
ETINU
Participate
Environment To Inspire Network Users
ETINU