Information and Documentation Service
Description of Service
Information/documentation for computer users.
Client Groups/Eligibility for Services
All members of the University.
Provider Responsibility
- To provide information/documentation about the services provided by CiCS, and to provide material for more general publications such as Codes of Practice, Annual Reports, Student Prospectus and Handbook entries, Buying Guides, etc.
- To provide introductory and, where appropriate, other levels of information/documentation on software provided by CiCS.
- To develop new documents as necessary as the services and software change.
- To provide a starter pack for all new students and staff.
- To make available to users the Regulations on the Use of Computing Facilities and the IT Code of Practice.
- To provide information/documentation on the basic use of the operating systems provided by CiCS.
- To provide as much as possible of this information on-line and, where appropriate, also to make it available as hard copy or in an easily downloadable format.
- To maintain an up-to-date web site containing comprehensive and useful information on CiCS and the use of computers in the University.
- To review the timeliness and accuracy of this information and to make reasonable efforts to keep it up-to-date and accurate.
- To attempt to keep the relevant sections of the University informed about the implications for the University of new developments in computing.
User Responsibility
- To access and make use of the information/documentation that is provided.
- To report back any errors that are identified in the information/documentation so that it can be corrected.
- To notify CiCS in advance of any unusual demand for paper documents, e.g. if recommended to large cohorts of students.
- To suggest new materials be produced when a general need is perceived.
Availability of Service
On-line, as downloadable hard copy, and as hard copy from the Computing Centre and IT Centre counters, as appropriate.
Occasionally by emails to HoDs and IT representatives.
Service Statistics/Outputs
List of documents available.
Numbers of copies of starter packs for new students.
Web accesses.
Service Measures
100% of new staff and students will receive a starter pack.
Significant documentation errors will be corrected on the web within 7 working days of reporting, and on paper within 15 working days of reporting, where possible.
Feedback and Monitoring
CiCS User Group.
Staff survey.
Student Services survey.
Feedback from HelpDesk on frequent queries.
Benchmarking
See Section 7 of the Introduction.
Exclusions
Detailed manuals which are available from other sources.
User documentation for Corporate Information Systems (CIS); this is written by user departments.
Location of Service
- Customer Service and Communication in Customer Services.
Charges
A production charge of between £1 and £2.50 is made per copy for paper versions of larger documents.
Failure Response
Significant documentation errors will be corrected on the web within 7 working days of reporting, and on paper within 15 working days of reporting, where possible.