engleski

Database retrieval user support

User support as a part of CARNet (Croatian Academic and Research Network) online database service will be discussed. The service has more than 3000 registrated users, who are mostly unfamiliar with computer communications and database retrieval. Several aspects of user support are provided: first instructions, FAQ, a help desk, brochures, online guides, training courses etc. The paper includes an analysis of the evaluation forms collected from users through courses held during past two years. Some comparisons with server access statistics data has been made. Further service improvements and future development of user's support will be discussed.

user education; database retrieval

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