Please Tell Us How You Get Help with Computing and Networking Questions

As part of the Computing Center's 2005/2006 planning initiatives, we committed to looking at how users currently get help with their computing and networking questions in order to determine if there are ways we could simplify or improve that service.

Please help us with that project by sharing your opinions about the following questions:

1. 1. Are you faculty, student or staff?
   
   a) UO faculty member
   b) UO staff person
   c) UO graduate student
   d) UO undergraduate student
   e) other (please specify)
   
   

   ---

   
   
2. How would you describe your level of computing and networking expertise? (Circle one)
   
   a) I'm an expert
   b) I'm not an expert, but my skills are above average
   c) I'm an average user
   d) I'm a novice or beginning user
   
   
3. When you have a computing or networking question, can you usually get your question answered? (Circle one)
   
   a) always (or virtually always)
   b) usually
   c) sometimes yes, sometimes no
   d) usually not
   e) never (or virtually never)
   f) not applicable
   
   
4. When you have a computing or networking question, what is your preferred way to seek help? (Circle one)
   
   a) email
   b) telephone
   c) face-to-face/ in person
   d) check web pages or other online documentation
   e) check books/manuals/printed documentation
   f) other (please specify)
   
   

   ---

5. Focusing on your preferred way to seek help, and thinking about both the quality of the response you receive and the speed with which you receive it, does the UO do a good job of providing computing and networking help to you? (Circle one.)
   
   a) help is excellent
   b) help is above average
   c) help is average
   d) help is below average
   e) help is poor or non-existent
   
   
6. Thinking for a moment about support that happens by telephone or by email, some users prefer to be able to directly contact an appropriate party. Others prefer to have a single number to call or a single email address to write for support. Which do you prefer? (Circle one)
   
   a) I prefer to be able to directly call or email the appropriate party
   b) I prefer to have a single number or single email address to contact
   c) other (please explain)
   
   

   ---

   
   

   ---

7. If you prefer a single number or single email address for help, please indicate which current help resources you'd like to see consolidated under a single contact number. (Check ALL the resources you'd like to see consolidated under a single number):
   
   ___ general Computing Center number (x6-4403)
   ___ current Microcomputer Help line (x6-4412 or (x6-1758 or consult@uoregon.edu)
   ___ current Network Services hotline (x6-4395 or nethelp@ns.uoregon.edu)
   ___ Documents Room in McKenzie Hall (x6-4406)
   ___ operator in the CC machine room (x6-4382)
   ___ electronics repair shop (x6-3548)
   ___ help line for Telecom Services (x6-1023)
   ___ phone numbers for Computing Center-managed computing labs such as CC-EMU (x6-1769), CC-McKenzie (x6-0787), CC-Millrace (x6-0316), CC-Klamath Lab (x6-4781), and so on.
   ___ phone numbers for the Library ITCs, such as those in the Knight and Science Libraries
   ___ phone numbers for departmental computing support personnel
   ___ phone numbers for departmental computing labs
   ___ other (please specify):
   
   

   ---

8. Thinking now about the availability of support, do we have help available when you have questions?
   
   a) yes, current coverage is sufficient
   b) no, more coverage is needed (please describe the period that needs more coverage, e.g., nights, weekends, early morning, 24 x 7 coverage, etc.):
   
   

   ---

9. Is there a type or kind of consulting support we don't currently offer that you need? For example, do you need help with a particular piece of software or a particular task perhaps? If so, what would that be? (Please describe.)
   
   

   ---

   
   

   ---

   
   

   ---

10. What else can we think about doing to improve our ability to help you with your computing and networking questions?

Please return this questionnaire to:

Help Desk Questionnaire
Computing Center
University of Oregon
Eugene, OR 97403

Thanks!