University of Piraeus Department of Technology Education and ...

University of PiraeusDepartment of Technology Education and Digital Systems

Centre for Research and Technology - Hellas(C.E.R.T.H.) Informatics and Telematics Institute (I.T.I.)

D.G. Sampson ITA’04, Heraklion, Greece, 7th September 20041/31

Evaluation of the Greek Go-Online Web Evaluation of the Greek Go-Online Web Portal for e-Business Awareness and Portal for e-Business Awareness and

Training of vSMEs: Log Files Analysis and Training of vSMEs: Log Files Analysis and User Satisfaction MeasurementUser Satisfaction Measurement

Nikos Manouselis, Demetrios G. Sampson, Marinos Charchalos & Xenophon Tsilibaris




short overviewshort overviewintroduction

the Greek Go-Online initiativethe Training Support of Go-Online initiative

the go-online web portalsome interesting statisticskey elements of www.go-online.gr

evaluation of www.go-online.grlog files analysis resultsusers satisfaction survey initial results

future directions




The Greek Go-Online InitiativeThe Greek Go-Online Initiative

an action line of the Greek Operational Programme "Information Society" funded by EU Structural Funds

main objective to support the low end of small and medium sized enterprises (vSMEs)

towards increasing their ICT knowledge and e-business readiness & awareness




Training Support Training Support of of Go-OnlineGo-Online Initiative of the Ministry of Development to train

and support the vSMEs that participate in the Go-Online Programme

Adopts a Blended Learning approach:Development of 52 on-line courses in 5 different

thematic areas On-site training by e-business trainers using the on-

line coursesContinuing Self-Directed Training and Awareness

through the Go-Online e-Business Vertical Portal Operation of an e-business Help Desk providing both

online and telephone-based support and guidance




www.go-online.gr




The Go-Online Vertical PortalThe Go-Online Vertical Portal

Some interesting statistics (July’02-July’04, 2 years of operation):

More than 255.000 html pages (unique URLs), that is, more than 10.000 new pages generated every month

More than 14.000 registered usersMore than 700.000 hits at the home pageMore than 7.500.000 page views (impressions)

of all the portal pages, that is, almost 10.000 page views per day.




www.go-online.gr elementswww.go-online.gr elements Training: familiarizing vSMEs with ICT use, as well

as, the application of e-business practices into day-to-day operations

Information: providing an on-line e-business news channel, updated on a daily basis

Community Support: • creating an online community of vSMEs and e-business

trainers that interact via the web• additional web-based services that support the awareness,

training and information needs of the online community members




Web-based courses available online:

52 courses More than 30

training hours

Training Training Section Section

(I)(I)




Training Training SectionSection

(II)(II)

Electronic guides 11 e-guides

presenting in a simple and user-friendly way case studies of how to introduce ICT and e-business in company’s activities




Information SectionInformation Section An e-business news service daily updated daily Useful “How-to” articles and good practice

guides on selected ICT and e-business topics Online glossary of terms, with description of

common ICT, e-commerce and e-business terms Directories of related links weekly updated

More than 2.000 e-business news from around the world published so far

About 110 e-business articles and good practice guides

More than 900 useful links




Community Support Section (I)Community Support Section (I)

Registration to the online community of Go-Online

Chat and Forum services for registered users

Weekly e-mail update about new portal content and services

Bimonthly newsletter

Provision of multimedia content recording the experience of community members, e.g. short videos with interviews of participating vSMEs that share their experiences




Community Support Section (II)Community Support Section (II) Go-Online Help Desk: e-mail and/or chat with the

Helpdesk e-business experts Online submission of questions on specialized

topics to experts (e.g. e-business legislation) Digital library: Useful surveys, studies,

publications and presentations Online catalog of technology providers:

Providers can submit short description of ICT and e-business products and services

FAQ (Frequently Asked Questions) about Go-Online and e-business issues




www.go-online.gr evaluation




Ongoing portal evaluationOngoing portal evaluation

Two different / complementary evaluation activities engaged: web portal server log files analysis

(completed)user satisfaction survey (ongoing)




www.go-online.gr www.go-online.gr log files analysislog files analysis Period of analysis: July’02 to April’04 (22

months) A number of indicators calculated for entire

period Additional analysis was carried out:

most important indicators were calculated and compared across different time periods

most important indicators were calculated for different portal areas and services




Main Indicators (I)Main Indicators (I)

Visitor: Individuals who visited a site or site section during the reporting period. Individuals can be tracked by IP addresses, domain names,

and cookies.

Visit: Number of times a visitor accessed a site or site section. If a visitor is idle longer than an idle-time limit (30 mins), the

visit can be considered terminated. If the visitor continues to browse the site after having

reached the idle-time limit, a new visit is counted.




Main Indicators (II)Main Indicators (II) Hit: single action on the site or site section as it is

recorded by the Web server. A visitor downloading a single file is logged as a single hit, while

a visitor requesting a Web page including two images registers as three hits on the server.

Page: any document, dynamic page, or form. What is considered a document is user-defined, but it typically

corresponds to an html page.

Page View (Impression): Hits to files designated as pages. Supporting graphics and other non-page files are not counted.




Log files analysis main resultsLog files analysis main results www.go-online.gr appears to be a point of

reference for interested users all indicators for the entire analysis period

demonstrate this fact: During the entire operation period, over 35.445.000

successful hits, that is, about 53.000 hits per day. The hits to the home page were over 665.000.

More than 6.116.000 page views, that is, about 9.100 page views per day.

More than 558.500 unique visits at the portal pages, that is, about 840 visits per day.




0

1.000

2.000

3.000

4.000

5.000

6.000

7.000

8.000

9.000

July

200

2

Aug

ust

2002

Sep

tem

ber

200

2

Oct

ober

200

2

Nov

embe

r 20

02

Dec

embe

r 20

02

Janu

ary

2003

Feb

ruar

y 20

03

Mar

ch 2

003

Apr

il 20

03

May

200

3

June

200

3

July

200

3

Aug

ust

2003

Sep

tem

ber

200

3

Oct

ober

200

3

Nov

embe

r 20

03

Dec

embe

r 20

03

Janu

ary

2004

Feb

ruar

y 20

04

Mar

ch 2

004

Apr

il 20

04

Visits at the e-Business News and Information Centre

Visits at the e-Business News and Information Centre

About 7.000 visits per

month to the e-business

news section in 2004

Specialized Specialized sections sections

attract more attract more and more and more users (I)users (I)




0

2.000

4.000

6.000

8.000

10.000

12.000

14.000

16.000

18.000

20.000

July

200

2

Aug

ust

2002

Sep

tem

ber

200

2

Oct

ober

200

2

Nov

embe

r 20

02

Dec

embe

r 20

02

Janu

ary

2003

Feb

ruar

y 20

03

Mar

ch 2

003

Apr

il 20

03

May

200

3

June

200

3

July

200

3

Aug

ust

2003

Sep

tem

ber

200

3

Oct

ober

200

3

Nov

embe

r 20

03

Dec

embe

r 20

03

Janu

ary

2004

Feb

ruar

y 20

04

Mar

ch 2

004

Apr

il 20

04

Visits at the e-Learning Centre

Visits at the e-Learning Centre

Specialized Specialized sections sections

attract more attract more and more and more users (II)users (II)

Over 16.000 visits per month

to the online courses in 2004. it is

getting near 20.000




Most popular pagesMost popular pages

Rank Page description # of visits on page

1st Go-Online portal home page 260.155

2nd e-Business News page 70.451

3rd Registered users login page 68.355

4th e-Business Specials and Articles page 47.295

5th Digital Library Files page 40.765

Home page (as expected) is the most popular

E-business related sections (such as the news update, e-business articles and the digital library) highly attract users’ interest

The online community members appears to be active (the login page of registered users attracts many visits)




www.go-online.gr www.go-online.gr users satisfactionusers satisfaction Ongoing evaluation activity

started on May 2004 and is expected to run until October/November 2004

Results obtained from different user groupsvSMEs, e-business trainers, Go-Online consortia

experts, other portal users

Online evaluation questionnaires are used Satisfaction is measured upon multiple

dimensions and at different levels of depth




Satisfaction Satisfaction survey survey

dimensionsdimensions




Example: the Portal Example: the Portal Design Design criterion (I)criterion (I) First measuring user satisfaction on the lower level dimensions of Design criterion:

For example, the Simplicity dimension, as evaluated by Trainers and SMEs:

Trainers

1,1%

2,2%

14,6%

52,8%

29,2%

Not at all Little Enough Very Perfectly

SMEs

2,4%

4,8%

13,3%

48,2%

31,3%





Synthesizing results to calculate the upper level sub-criteria values E.g. Simplicity, Familiarity, Interface Consistency & Support to errors, consitute

the Usability sub-criterion

Synthesizing results from sub-criteria to calculate the Design criterion value:

Example: the Portal Design criterion (II)Example: the Portal Design criterion (II)

Trainers0,0%

1,2%

9,3%

59,3%

30,2%


SMEs

2,4%

3,6%

12,0%

53,0%

28,9%





the total utility of the web portal is calculated by synthesizing results from higher-level criteria

Comparison between different user groups

Synthesing values from all criteriaSynthesing values from all criteria

Criteria Performance

0

20

40

60

80

100

Content Design Community TOTAL

Criteria

Per

form

ance

Trainers SMEs Experts Visitors




Future directions




Open issues regarding vSMEsOpen issues regarding vSMEsThe issue of digital divide, between vSMEs

and larger SMEsContinuously growing difference between the

integration of e-business practices in SMEs (especially vSMEs) and larger enterprises

vSMEs do not have the opportunity to access the concentrated knowledge and good practice examples that the larger SMEs and Enterprises can build upon to




Future Future trendstrends

Initiatives that will should address the next stages

of e-business integration

E-Business Programme

Future initiatives

Source: EC Discussion Paper “Towards A Network of Digital Business Ecosystems Fostering the Local Development”,

Brussels, Sept.2002

Go-Online Programme




The potential role of www.go-online.grThe potential role of www.go-online.gr

Serve as the e-business online point of reference to bring together and mobilise different resources

help in the creation of regional communities of learning and practice where experience and e-business practices will be shared




Contact DetailsContact Details

Demetrios G. SampsonAssistant Professor on e-Learning

[email protected]

http://www.ask.iti.gr

Informatics and Telematics Institute, Centre for Research and Technology Hellas,

42, Arkadias Street,Athens,GR-15234,Greeceand

Department of Technology Education and Digital Systems,University of Piraeus

150, Androutsou Street, Piraeus, GR-18534 Greece

University of Piraeus Department of Technology Education and ...

Documents

Transcript of University of Piraeus Department of Technology Education and ...