NDLI: Measuring the effectiveness of computing services

Content Provider	ACM Digital Library
Author	Chen, Mary Power, Chris Good, John
Abstract	This paper reports aspects of a study of the characteristics of a university computer service, the “amateur programmer” users of that service, and of the nature of the interaction that exists between them. The aim was to develop both an understanding of these and a tool that could be used to evaluate the effectiveness of the service provided by any computing service organisation. The criteria used for evaluation were based on two premises: one, that the effectiveness of a computing service is reflected in the degree of satisfaction of its users, and two, that this in turn can be gauged by asking users through questionnaires and interviews how they feel about things. Mathematical techniques were devised to examine the patterns of user responses to a variety of questions about themselves, the facilities they use and their feelings about them. From these patterns factors underlying the overall effectiveness of the service were exposed. These could have important managerial implications, as, for example, in the choice between investment in hardware and software and investment in human support services.
Starting Page	161
Ending Page	184
Page Count	24
File Format	PDF
ISBN	0897910540
DOI	10.1145/800079.802585
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	1981-10-11
Publisher Place	New York
Access Restriction	Subscribed
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Measuring the effectiveness of computing services