NDLI: Keeping a consulting system on course

Please wait, while we are loading the content...

Helping the rest of them: the unique consulting meeds of the Macintosh user

Reference interviews and the computing center help desk

The role and responsibility of the consultant

Why desktop publishing is not a panacea

Graphic design tips for desktop publishers

Is desktop publishing really for every desktop?

The changing of the guard: a case study of change in computing

User services—a british perspective

I didn't even know it was user services

Distributed training: the MSU computer laboratory departmental trainer program's second year

Great expectations and the reality of university computing resources

CAREing for users at Syracuse University

The crystal ball of research: how to use it to learn about the user community

Charting the course of a user survey that will rock the boat

An empirical study of user satisfaction with a microcomputer-based campus-wide

Why a supercomputer is like a Burger King

The Mississippi supercomputer project or what's a nice machine like you doing ina place like Mississippi?

From user to client services; making the transition for supercomputing

Implementing computer-based systems

Planning student laboratories—what isn't new?

The evolution of user services

New wine in old skins, or, was all this ferment really necessary?

Quo Vidas, professor

Software engineering meets user services: a methodology for developing user

Establishing a computing assistance centre

The many faces of faculty computing assistance

San Diego supercomputer center: an overview

Learning the ways: the enculturation of SDSC users

Super consulting for supercomputer users: a philosophy of user support

Information in the air and in the wave

What about training: rinnnnnnnng, rinnnnnnnng, rinnnnnnnn

Supercomputer applications: helping users cope with tough programming problems

Navigating through a sea of information: an experiment in the development of an expert system for consulting questions

Creating a new masthead for gather/scatter: the untold story

Discovering a treasure in part-time consultants to keep an instructional program afloat

How to build a help desk that floats

The campus microcenter

Starting and maintaining a computing resource center: lessons we've learned

Still sailing (and bailing): managing unexpected change in user support

Running a campus bulletin board system

Advisor—an electronic mail consulting service

Mail server for PC users

Our “miracle": self-supporting student microcomputer labs

Co-operation of a Macintosh laboratory for Rensselaer's technical writing program

Policy, expections, problems. The DePauw experience with allocating workstationsto every faculty member

Software piracy: stopping it before it stops you

Integrating advanced workstations into a college curriculum: a panel presentation

Local area networks: sailing from the past to the present and into the future

A self-service PC-LAN-or-how many ways are there to insert a diskette in a drive?

Network's design allows seamless integration into existing microcomputer lab

A new model for user services: distributed support

Keeping a consulting system on course

Automated facilities scheduling

CCNEWS: an online forum for newsletter editors

Hypermedia: a face lift for presentation research and development: a user services function

Hypermedia, help and how-to

Spreading the word: funding faculty to train faculty in the California State University

To DOS or not to DOS

Teaching users to fish: hooks, lines and sinkers for reading computer documentat

The impact of networking on university computer centers

A suppport strategy for users of a campus-wide local area network

Introducing desktop publishing to a university community: an exposition

Desktop publishing and user services; moment in the evolution of user support documentation at UNH

Computer usage patterns on a computing intensive campus

The evolution of microcomputer laboratory services at the University of Notre Dame

Three steps of better documentation

User services consulting supportr tools at the NASA numerical aerodynamic simula

Keeping a consulting system on course

Content Provider	ACM Digital Library
Author	Brown, Kathleen S. Andrade, Stephen C.
Abstract	All to often, User Services staff view the absence of complaints as a primary source of evaluation and feedback of services. As a frontline emergency service, the consulting effort is one of the most visible and critical elements of effective user support. It is difficult to collect data about the effectiveness and quality of frontline consulting services, but many techniques provide enlightening information for user services staff.At Brown University collecting data and feedback about the consulting process is a priority for Academic and User Services. A Consulting Task Group was formed to collect feedback from a variety of sources and to prepare a plan and implement a new structure (where necessary) for our computer consulting system. We quickly identified areas where immediate improvement resulted and committed to the longer term project of collecting data. By keeping data from “support log forms” at the point of consulting contact we have gained the following insights:the profiles of the computing user community — who & when & how are questions being askedwhat the typical and atypical questions are and how frequently they are askedthe percentage of questions referred to expert sourcesthe management issues of allocation of resources, revision of training curriculum, and restructuring of consulting to meet Brown's needs.Computer consulting takes on many forms and can be a complex and time consuming task. Knowing the key elements of the consulting environment, such as the volume of questions, frequency of questions, types of questions, and referral path of questions, can have a positive impact on the management and effectiveness of services. But data collection through log forms is not the only technique we have used for collecting information on the health of the consulting system at Brown.Additional techniques of gathering information about the consulting effort have also proved to be important, such as conducting “key user information sessions”. We have also emphasized taking the time to gather street smarts and conduct more housecalls; an aspect of consultant savvy that tends to be neglected because of the frantic pace of consulting.The results of Brown's first phase of support log data and key user information sessions will be reviewed in this paper. The presentation will include statistics, graphs, and anecdotal reviews of the data collection effort. Handouts will be available. Techniques for gathering information will be offered, as well as how such information can be used to improve the quality of consulting services.
Starting Page	329
Ending Page	340
Page Count	12
File Format	PDF
ISBN	0897912861
DOI	10.1145/62548.62654
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	1988-10-01
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

Keeping it going: a progress report on the 2nd year of coast-to-coast consulting

Teaching communication, leadership, and the social context of computing via a consulting course

course on Statistical Consulting

A Novel Adaptive Neural Control Scheme for Uncertain Ship Course-keeping System

Output feedback control design for ship's course keeping nonlinear system based on state observer

A study on ship's autopilot system for a small boat

Adaptive ship course-keeping system (2014)

Finding and Keeping Consultants

On the ship course-keeping control system design by using robust feedback linearization

Keeping a consulting system on course

Similar Documents

Keeping it going: a progress report on the 2nd year of coast-to-coast consulting

Teaching communication, leadership, and the social context of computing via a consulting course

course on Statistical Consulting

A Novel Adaptive Neural Control Scheme for Uncertain Ship Course-keeping System

Output feedback control design for ship's course keeping nonlinear system based on state observer

A study on ship's autopilot system for a small boat

Adaptive ship course-keeping system (2014)

Finding and Keeping Consultants

On the ship course-keeping control system design by using robust feedback linearization

Keeping a consulting system on course