Project deliverable Open Access

Update report on the activities of the help desk

Haley, Natalie

Support is a fundamental requirement of the West-Life VRE. Documentation and support material both improve the user experience of software-based services such as those provided through the West-Life VRE, and feed back into improvements in the quality of the software. Both of these improvements have consequent impacts on user satisfaction, user outcome from the service, and the penetration of the service within the structural biology community and beyond.
Within West-Life, the support available is organised into a help desk. Users accessing the help desk can quickly and simply access the support they require for any West-Life tool/service from a single location.
The help desk has been evolving throughout the West-Life project to integrate new features such as a search of support material. The help desk has also expanded to add support for the new tools/services developed and added to the West-Life catalogue.
This deliverable is an update on the activities of the help desk. Following from the initial report on the activities of the help desk, this deliverable provides an updated list of all support material available for West-Life portals and documents the new pages, new features and changes to the West-Life website which develop and improve the help desk. A recent user survey suggests that users are generally satisfied with the ease of use of West-Life tools/services which may be attributable to the quality and availability of support through the help desk.
The sustainability of the help desk and support materials for individual tools and services is considered and a plan for the sustainability of the help materials is put forward to explain how user support will continue beyond the West-Life project.

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