paper -
90 Information Provision vs. Direct Services in User Support
Carol
Rhodes, Indiana University School of Education
William
Goveia, Indiana University School of Education
Brian Sierkowski, Indiana University School of Education
Like others in the field, technology service providers
in the Indiana University School of Education face many demands despite limited
resources. We in the Education Technology Services (ETS) group recognize that
our efforts fall into two distinct service approaches: a personal,
service-based approach and a broad, information-provision approach. These
categories are not necessarily mutually exclusive, and should not compete but
rather compliment each other.
Technology service providers tend to dogmatically
adopt a single approach; however, embracing a one-path approach leads service
providers to not only overlook the shortcomings of the preferred method, but
also to dismiss the benefits of another proposed method. Following is a listing
of the two approaches with pros and cons of each, followed by ETS strategies
for each methodology. Service-based
approach
Pros:
- problem situations less likely to escalate
- we can better assess user skill level
- we have fewer communication problems; problems are
addressed specifically and promptly
- we can tailor support to individual learning styles
- we bring human warmth in a cold environment
- we can observe body language and respond accordingly
Cons:
- each task is time-consuming-user dependencies
develop
- one-on-one is labor-intensive
- users demonstrate unwillingness to learn independent
problem-solving techniques
- does not encourage experimentation
- less likely to document solution of problems
Information-provision approach
Pros:
- user enjoys "24/7" support
- user gains self-sufficiency, confidence, power
- user gets instant
gratification
- instills pride in problem-solving
- forces documentation
- offers built-in ability to track frequencies of
problems
- economy of personnel resources- consistency of
information
Cons:
- can’t document every possible problem
- users receive no personal reassurance
- users feel helpless
- updating materials is formidable
- difficult to teach people to learn independently
Our solution: a unified, client-centered approach
Service-based strategies
- ETS Service Neighborhoods Agreement (we communicate
with dept coordinators, and they provide personal service)
- implementation of walk-in help desk
- implementation of an emergency field service
provider
Information-provision strategies
- formal Web usability study and subsequent redesign
- training session series, constant evaluation process
- regular publications of various types
Keywords: help desk; Web-based support; information provision; remedy; resources; references; staff; team work; teams; call center; support; technology training; end user