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Client Research That Counts: Involve Your Staff, Engage Your Clients, and Improve Your Services by Jason Civjan; Janice Fournier; Tom Lewis; Karin Roberts is a scholarly article available to read on EtoBox.

What is Client Research That Counts: Involve Your Staff, Engage Your Clients, and Improve Your Services about?

Client research-done well-results not only in improved products and services, but also in greater staff sensitivity to clients' needs and greater client involvement and satisfaction. But how does one conduct regular, quality client research with limited staff? In this paper, we describe five approaches to client research undertaken by our small unit within University of Washington Information Technology. Our unit identifies, develops, and supports technologies and services for faculty, students, researchers, and staff on three campuses. We strive to understand client needs and to incorporate client feedback into our software and service production life cycle. In this paper, we share our many-faceted approach to client research as well as how data gathered has informed decisions about our services. We also offer suggestions for effectively engaging staff and clients in the research effort and for maximizing the benefits that result.

Author

Jason Civjan; Janice Fournier; Tom Lewis; Karin Roberts

Publisher

ACM

Published

2010

Language

EN