Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality dimensions were found instead: solution quality, the experience of the consultation, and, in the case of a physical environment, the so-called tangibles. Helpdesk customers base their overall quality perceptions mainly on their experiences during a consultation, while helpline customers focus strongly on the quality of the solution offered.\ud The study also found a connection between the perceived helpline quality and the appreciation of the primary service

Internet safety helplines: exploratory study first findings

Executive Summary: This is the first short report on a study of Helplines, an essential component of the network of Safer Internet Centres coordinated by Insafe. 70% of all helplines are general service helplines with 30% dedicated specifically to internet safety. All helplines offer a confidential service that offers information, support, guidance and referral. Helplines offer a range of services using a variety of platforms: telephone counselling services, email support, support using online chat, text services, online forum, peer support, social networking and in some instances face-to-face support. Among the most important success factors identified by helplines include: ‘positive feedback from callers’, the ‘number of calls’ and ‘participation from stakeholders’. Among the most persistent risks identified by helplines are bullying and cyberbullying (92%) followed by hate speech (88%) and sexual content (75%). Recommendations arising from the study call for development of an alert system for emerging risks, access to technical expertise for helpline staff and support for further stakeholder collaboration

Psychological aspects of information seeking on the Internet

Two studies are presented that investigate information seeking behaviour on the Internet. In Study One, soccer fans’ information seeking on the World Wide Web (WWW) is investigated. In Study Two, access rates to a cancer information website are analysed. It is tentatively argued that there is a tendency for people to access information more commonly avoided in ‘real life’, although in the case of football fans, the tendency to ‘bask in reflected glory’ remains when online, while cutting off reflected failure is minimised. Implications for understanding and researching psychological processes of web browsing behaviour are discussed

Food abuse : Mealtimes, helplines and 'troubled' eating

Feeding children can be one of the most challenging and frustrating aspects of raising a family. This is often exacerbated by conflicting guidelines over what the ‘correct’ amount of food and ‘proper’ eating actually entails. The issue becomes muddier still when parents are accused of mistreating their children by not feeding them properly, or when eating becomes troubled in some way. Yet how are parents to ‘know’ how much food is enough and when their child is ‘full’? How is food negotiated on a daily level? In this chapter, we show how discursive psychology can provide a way of understanding these issues that goes beyond guidelines and measurements. It enables us to examine the practices within which food is negotiated and used to hold others accountable. Like the other chapters in this section of the book, eating practices can also be situations in which an asymmetry of competence is produced; where one party is treated as being a less-than-valid person (in the case of family practices, this is often the child). As we shall see later, the asymmetry can also be reversed, where one person (adult or child) can claim to have greater ‘access’ to concepts such as ‘appetite’ and ‘hunger’. Not only does this help us to understand the complexity of eating practices; it also highlights features of the parent/child relationshipi and the institutionality of families

Callers’ attitudes and experiences of UK breastfeeding helpline support

Background: Breastfeeding peer support, is considered to be a key intervention for increasing breastfeeding duration rates. Whilst a number of national organisations provide telephone based breastfeeding peer support, to date there have been no published evaluations into callers’ experiences and attitudes of this support. In this study we report on the descriptive and qualitative insights provided by 908 callers as part of an evaluation of UK-based breastfeeding helpline(s). Methods: A structured telephone interview, incorporating Likert scale responses and open-ended questions was undertaken with 908 callers over May to August, 2011 to explore callers’ experiences of the help and support received via the breastfeeding helpline(s). Results: Overall satisfaction with the helpline was high, with the vast majority of callers’ recalling positive experiences of the help and support received. Thematic analysis was undertaken on all qualitative and descriptive data recorded during the evaluation, contextualised within the main areas addressed within the interview schedule in terms of ‘contact with the helplines’; ‘experiences of the helpline service’, ‘perceived effectiveness of support provision’ and ‘impact on caller wellbeing’. Conclusion: Callers valued the opportunity for accessible, targeted, non-judgmental and convenient support. Whilst the telephone support did not necessarily influence women’s breastfeeding decisions, the support they received left them feeling reassured, confident and more determined to continue breastfeeding. We recommend extending the helpline service to ensure support can be accessed when needed, and ongoing training and support for volunteers. Further advertising and promotion of the service within wider demographic groups is warranted

UK Breastfeeding Helpline support: An investigation of influences upon satisfaction

Background Incentive or reward schemes are becoming increasingly popular to motivate healthy lifestyle behaviours. In this paper, insights from a qualitative and descriptive study to investigate the uptake, impact and meanings of a breastfeeding incentive intervention integrated into an existing peer support programme (Star Buddies) are reported. The Star Buddies service employs breastfeeding peer supporters to support women across the ante-natal, intra-partum and post-partum period. Methods In a disadvantaged area of North West England, women initiating breastfeeding were recruited by peer supporters on the postnatal ward or soon after hospital discharge to participate in an 8 week incentive (gifts and vouchers) and breastfeeding peer supporter intervention. In-depth interviews were conducted with 26 women participants who engaged with the incentive intervention, and a focus group was held with the 4 community peer supporters who delivered the intervention. Descriptive analysis of routinely collected data for peer supporter contacts and breastfeeding outcomes before and after the incentive intervention triangulated and retrospectively provided the context for the qualitative thematic analysis. Results A global theme emerged of 'incentives as connectors', with two sub-themes of 'facilitating connections' and 'facilitating relationships and wellbeing'. The incentives were linked to discussion themes and gift giving facilitated peer supporter access for proactive weekly home visits to support women. Regular face to face contacts enabled meaningful relationships and new connections within and between the women, families, peer supporters and care providers to be formed and sustained. Participants in the incentive scheme received more home visits and total contact time with peer supporters compared to women before the incentive intervention. Full participation levels and breastfeeding rates at 6-8 weeks were similar for women before and after the incentive intervention. Conclusion The findings suggest that whilst the provision of incentives might not influence women's intentions or motivations to breastfeed, the connections forged provided psycho-social benefits for both programme users and peer supporters