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

mailserver@terena.nl 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