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

Online help-seeking in communities of practice

Interactive online help systems are considered to be a fruitful supplement to traditional IT helpdesks, which are often overloaded. They often comprise user-generated FAQ collections playing the role of technology-based conceptual artifacts. Two main questions arise: how the conceptual artifacts should be used, and which factors influence their acceptance in a community of practice (CoP). Firstly, this paper offers a theoretical frame and a usage scenario for technology-based conceptual artifacts against the theoretical background of the academic help-seeking and CoP approach. Each of the two approaches is extensively covered by psychological and educational research literature, however their combination is not yet sufficiently investigated. Secondly, the paper proposes a research model explaining the acceptance of conceptual artifacts. The model includes users’ expectations towards the artifact, perceived social influence and users’ roles in the CoP as predictors of artifact use intention and actual usage. A correlational study conducted in an academic software users’ CoP and involving structural equations modeling validates the model, suggesting thus a research line that is worth further pursuing. For educational practice, the study suggests three ways of supporting knowledge sharing in CoPs, i.e. use of technology-based conceptual artifacts, roles and division of labor, and purposeful communication in CoPs

Librarians On Call: an instant messaging enquiry service for Open University distance learners

From March 4 – May 31 2002, The Open University Library piloted a new, instant messaging enquiry service for use by its distance learners, called Librarians On Call. The service enabled OU distance learners to remain online using electronic library resources, whilst also obtaining instant help from a librarian, without the need to disconnect from the internet to use the telephone. Student reaction to the service was overwhelmingly positive, and as a result the Open University has decided to continue the Librarians On Call service. Exit surveys conducted with students indicated students preferred the Librarians On Call service to both email and the telephone, and that they found the service both beneficial and easy to use. The article details the results of the pilot, and also discusses some of the practical issues encountered whilst setting up the service, such as software selection and staffing

Development of Grid e-Infrastructure in South-Eastern Europe

Over the period of 6 years and three phases, the SEE-GRID programme has established a strong regional human network in the area of distributed scientific computing and has set up a powerful regional Grid infrastructure. It attracted a number of user communities and applications from diverse fields from countries throughout the South-Eastern Europe. From the infrastructure point view, the first project phase has established a pilot Grid infrastructure with more than 20 resource centers in 11 countries. During the subsequent two phases of the project, the infrastructure has grown to currently 55 resource centers with more than 6600 CPUs and 750 TBs of disk storage, distributed in 16 participating countries. Inclusion of new resource centers to the existing infrastructure, as well as a support to new user communities, has demanded setup of regionally distributed core services, development of new monitoring and operational tools, and close collaboration of all partner institution in managing such a complex infrastructure. In this paper we give an overview of the development and current status of SEE-GRID regional infrastructure and describe its transition to the NGI-based Grid model in EGI, with the strong SEE regional collaboration.Comment: 22 pages, 12 figures, 4 table

A Model for Semantic IS Standards

We argue that, in order to suggest improvements of any kind to semantic information system (IS) standards, better understanding of the conceptual structure of semantic IS standard is required. This study develops a model for semantic IS standard, based on literature and expert knowledge. The model is validated by case descriptions of two particular semantic IS standards. The model shows characteristics of semantic IS standards. Some of these characteristics might become steering factors for improving the development, adoption and quality of standards, among others