The Many Facets of User Support:
A Report from the ENA Conference Session
by Billye Lemon

"User Support" is not a simple thing. It is multi-faceted,
encompasses many tasks, requires multiple skills, and should
impact the whole `system.' In thinking about how to pull this
all together, I started looking for a framework within which to
introduce a subject dear to my heart....

The "user" IS what computer conferencing is all about. It's not
the technology alone. The technology and whole system come
together at the point where they interact _with_ (and for?_) the
user.

To emphasize this importance,
let's begin by thinking of the USER
as the *CUSTOMER.*

We all know that in all good businesses,
CUSTOMERS ARE #1.

The following framework is one which Metasystems often uses in
consulting with clients on organizational development. Let's
use it instead as a framework within which to identify the parts
of the whole _system_ within which the user enteracts. In
presenting this model, the frames were introduced sequentially,
from smaller to larger. This diagram represents the total
system --

This diagram represents the layers upon which a system is built,
from the host and software, thru the interface with the
customer, building towards the comfortable customer. The goal
is to create an environment in which the user can progress to
the point of interacting on the system to be able to DO WHAT HE
WANTS TO DO, with the system becoming a _tool_ which is as
nearly transparent as possible.

The User Support session had a great panel representing a
variety of very relevant and innovative approaches to customer
support. This summary touches the highlights. The emphasis was
on smaller size or special interest networks.

Seth Horowitz, Director of User Services at Telebase Systems
(EasyNet) illustrated with overheads real-life examples of
questions which came to his network where he provides the only
"always live" *24 hour* reference support for database
searchers. EasyNet is tailored to access over 800 databases.
To receive help, users need only send a message asking a
question and immediately receive a friendly reply.

Seth's sample HELP conversations illustrated of the valuable
skill of interpreting questions and illiciting user information.
For example:
Q. "I need information on Florida."
H. "What do you need to know about?"

In this case, through a series of exchanges, the "helper"
discovered that the user was a 6th grader preparing a report for
class the next day. With no visual signals, the skills needed
by the reference person multiply.

A variety of examples sharpened everyone's awareness of the
multiplicity of questions and the significant added value to the
user of having real people to talk to for assistance.

Sandra Greer, as Director of Communications of PresbyNet, told
a wonderful story which illustrated the processes involved in
identifying the communication needs of a specific community --
the Prebysterian Church -- during a two-year experiment with
computer conferencing. Sandra employed face-to-face meetings to
identify needs and develop a plan; a trial network to gain
experience; then selection of the conferencing software and a
host system; free accounts; and group training. The plan also
included providing content which users wanted and every form of
"help." Sandy outlined a total, very well-managed program.

Allen Kratz, News Director of PresbyNet, followed Sandra with an
explanation of the evaluation of the project. Beginning in 1986,
by the end of 1987 more than 600 persons had signed up to
participate in PresbyNet. All participants were sent complete
questionaires. The survey analyzed such areas as:

- greatest satisfaction = those who wanted to receive current
information and feel more connected,
- greatest disappointment = those who wished to obtain material
normally available only in print,
- biggest attraction = instant access to church news and sermon
ideas.

The evaluation included complete analysis of user and non-user
reactions, including barriers to usage, habits of participation,
cost incentives, user profiles, fulfillment of expectations,
etc.

Session attendees were absolutely delighted that there was a
full copy of the research for each of the 30 or so people
present. Seasoned network managers were totally appreciative,
since, as one commented, "When you're busy running a network,
one never has time to conduct this type of valuable research!"

Peter de Jager operates ICSnet, a private network for
information center managers, which he began on a Fido board in
Canada. Growing to 500 users, the decision was made that a
larger host was needed and ICSnet moved to space on The Source.
ICSnet users experienced the transition or `changing' pains of


needing to learn different software and a different system.
Illustrating how importnat these kinds of transitions are, even
when as much support as possible is given, is the fact that
membership dropped considerable. It is now up to 200 again.
Peter's presentation was greatly appreciated -- as well as
the fact that he made the drive from Canada to support ENA and
be part of this session.

Closing:
USERS are our primary concern. Everything done should
be done with the USER in mind. On every
system.

USERS NEED A CHAMPION -- BE ONE!

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author's note: Billye Lemon is a partner in Metasystems Design
Group in Arlington, VA (703-243-6622) and Director, The Meta
Network.