Detailed Planning Steps for a Data Help Desk

By following these steps, you can set up a successful data help desk that not only addresses immediate data management concerns but also contributes to a broader culture of open data practices within the research community. You can create a comprehensive data help desk that effectively assists users in navigating the complexities of data archiving and management. This setup will not only address immediate questions but also promote best practices in long-term data stewardship.

Setting up a data help desk involves several strategic steps that ensure effective support for researchers and users seeking data management guidance. Here’s a breakdown of the process:

Forming an organizing committee

  1. Early Planning for the Data Help Desk
    • Planning should ideally begin at least three months before the event, and this early timeline is necessary to liaise with the meeting host organization to discuss and book the required physical space. Reserving early also provides ample time to plan for logistical needs such as tables, monitors for demos, and the overall layout of the booth, ensuring that the physical space can effectively support the help desk’s activities. It can takes months to organize and plan.
  2. Form a Dedicated Organizing Committee
    • It is essential to have a core group of dedicated organizers who meet regularly for planning and advertising purposes. For virtual events, a committee of 5-10 key individuals committed to the success of the event is recommended. If the meeting has a specific domain focus, engage organizers who are experts in that area.
  3. Contact Conference Organizers Early
    • Make contact at least 6 months in advance to reserve a prime location near poster sessions or main halls.
    • Contacting conference organizers well in advance, ideally at least six months before the event, ensures you can select a high-visibility area near popular sessions or poster presentations. It’s essential to convey the benefits of your help desk to the organizers, emphasizing how it can enhance the attendee experience and contribute to the overall goals of the conference.
    • Ensure that the arrangements include accessibility options for all attendees to encourage participation. Ensure the reserved space is easily accessible, well-lit, and equipped with necessary amenities (e.g., tables, chairs, power outlets). Consider renting a separate room or area for the data help desk, if possible, to minimize distractions and create a focused environment.

    Example script for contacting conference organizers

    “Hello [Conference Organizer’s Name],

    I’m reaching out to inquire about reserving space for our data help desk at the upcoming AGU conference. We’re planning to provide support services to attendees on data management best practices, repository selection, and more.

    We’d like to reserve a prime location near the poster sessions or main halls to ensure high visibility and accessibility. Could you please let me know what spaces are available and how we can proceed with booking?

    Thank you for your time and assistance.”

  4. Create an Internal Communication Plan for the Committee
    • TODO: add content

Defining the Purpose and Scope

Clarify Objectives

It is crucial to begin by clearly identifying the objectives you wish to achieve. Understanding the types of inquiries you anticipate is fundamental in shaping the help desk’s focus and ensuring it effectively meets the needs of its users.

A data help desk serves several key objectives, all centered around supporting researchers in managing and utilizing their data effectively and in alignment with best practices and open science principles. Understanding the types of inquiries often encountered is crucial in shaping the help desk’s focus and ensuring it meets the needs of users.

  1. Key Objectives
    • Providing researchers with opportunities to engage with experts familiar with their scientific domain.
    • Equipping researchers with skills and techniques that will help further their research. The goal is not just to answer questions but to empower researchers to improve their data practices.
    • Facilitating the adoption of FAIR data principles (Findable, Accessible, Interoperable, Reusable) and open science practices for data and software. This addresses the growing emphasis on making research outputs more accessible and reusable.
    • Addressing a wide range of data-related questions that researchers encounter throughout the research lifecycle.
    • Providing a central point of contact to streamline the process of getting data-related support.
    • Helping researchers meet the increasing demands and expectations of publishers and funding agencies regarding open and FAIR data and software. This is a significant driver for many researchers seeking assistance.
    • Addressing the identified lack of formal training in research data management among many researchers. The help desk can serve as an informal educational resource to bridge this gap.
    • Guiding researchers in key data management tasks such as finding and depositing data, understanding FAIR principles, and creating data management plans.
    • Analyzing the types of questions asked to inform future research data management training efforts and the staffing of information services.

Identify the Audience

Determining the target audience for a data help desk involves identifying who would most benefit from its services. Understanding these diverse needs and interests will help you tailor the services, content, and promotion of your data help desk to effectively reach and support your intended audience. You might even consider surveying potential users before launching to further refine your understanding of their needs.

  1. Researchers with Limited Formal Data Management Training
    • A significant portion of the potential audience consists of researchers who have learned data-related skills on their own with little to no formal training. A survey of Data Help Desk attendees indicated that 70% of researchers surveyed had no prior training in research data management. This highlights a substantial need for guidance and support in this area across various career stages.
  2. Students and Early Career Professionals
    • The younger generations tend to visit the Data Help Desk and ask questions. This demographic is often at a stage where they are actively learning research practices and may have specific needs related to data management for their projects, theses, or early publications. They are also noted as being more open to doing things in new ways.
  3. Researchers Seeking to Comply with Funder and Publisher Requirements
    • A key driver for researchers engaging with a data help desk is the need to meet publisher or funder expectations for open and FAIR data and software. This includes understanding requirements related to data management plans, data archiving, data sharing, and making data FAIR. Researchers at all career stages who need to comply with these evolving mandates would benefit.
  4. Researchers Facing Specific Data Challenges
    • Where to find or deposit data.
    • How to create data management plans.
    • Understanding FAIR principles.
    • How to cite data and software.
    • Managing large datasets.
    • Data cleaning, reshaping, and merging.
    • Quality control strategies.
    • Guidelines for archiving data.
  5. Researchers Interested in Open Science Practices
    • The data help desk is often associated with promoting open science and FAIR principles. Therefore, researchers interested in making their research more open, transparent, and reproducible will find value in the guidance offered.
  6. Staff Supporting Research
    • Staff that includes library staff, IT support, research administrators, and data stewards who support researchers in managing their data. They may seek information to better assist the researchers they work with or to establish institutional best practices.
  7. Established Researchers Seeking to Improve Data Practices or Explore New Tools
    • While the data help desk sees a lot of engagement from early career researchers, established researchers may also have questions about evolving data management standards, new tools and technologies (such as AI), or best practices for data sharing and preservation.

Naming the Data Help Desk

TODO, fill in this text

Creating an advertising plan

Develop an advertising plan for before and during the event Effectively communicate the existence and purpose of the help desk to your target audience.

  • Advertise the event prominently on the meeting website and through other channels, emphasizing the opportunity to engage with experts and learn about topics such as data management and FAIR principles and any other relevant topics. This includes a presence on the meeting website, mentioning the data help desk in emails, leveraging ambassadors (section chairs, presenters), and active social media (Twitter) promotion.
  • Prepare physical materials which include signage, monitors for demos, handouts, flyers, and swag such as candy and stickers.
  1. Design Clear Signage for the Desk
    • Effective signage plays a crucial role in guiding attendees to your help desk and making them aware of the services offered.
    • Create professional banners highlighting services: data management plans, metadata standards, repository selection, DOI assignment
    • Well-designed signs should use concise language and visual elements to capture attention.
    • Consider including QR codes linking to digital resources or additional information for quick access on mobile devices.

      Example banner design

      [Image of a banner with the following text]

      Data Help Desk | Oceanographic Research Support

      Get expert advice on data management best practices, repository selection, and more. Ask us about our free consultations!

  2. Ways to Promote the Data Help Desk
    • Utilize social media, email, and academic networks to inform potential users about the services offered.
    • A communication plan should be developed to advertise the Data Help Desk on the meeting website.
    • Promote upcoming sessions, available experts, or specific topics that will be discussed.
    • Incorporate signage during in-person events along with clear online visuals can enhance user awareness.
    • Ambassadors, such as section chairs and scientific session presenters, can also promote the event.
  3. Promote Communication Channels
    • Plan for multiple communication channels to accommodate different user preferences.
    • This can include a public channel like BlueSky using a specific hashtag and a more private option like a survey form to facilitate real-time questions and answers. This approach was successfully employed at various data help desks, allowing for quick responses and resource sharing.
    • A dedicated Slack channel for experts (such as #datahelpdesk-experts within the ESIP Slack workspace) can facilitate backchannel conversations and allow experts less comfortable with public platforms to contribute.
    • Use platforms such as a dedicated Slack channel or social media (e.g., a hashtag like #DataHelpDesk)
  4. Prepare physical materials
    • Candy and stickers (science themed and logos) are popular ways to grab users attention to the data help desk.
    • Postcards with a front side that users would put on their fridge or mail with information on the back are great ways to both attract attention and inform users.
    • Have monitors placed to advertise upcoming demonstrations and to use during expert demonstrations.
    • Prepare handouts and flyers with information adverising the current data help desk at the meeting and information for follow up such as slack channels, email, and a resources website. Including a QR code to point to the resources website or any follow-up forms.

Event Space for the Data Help Desk

  1. Reserve dedicated space early
    • Reserving physical space early when holding a data help desk at a conference is essential for several reasons. Primarily, it allows organizers to secure a desirable location within the conference venue, such as in the Exhibit Hall where there is often high traffic and visibility among attendees. Reserve dedicated space early to secure a prime location for your data help desk is crucial for attracting attendees.
  2. Location
    • Finding the ideal placement and having clear and attractive signage are important considerations for attracting researchers to the desk.
  3. Knowing the location well in advance - This allows for its inclusion in promotional materials on the meeting website, in emails to attendees, and on social media using relevant hashtags like #DataHelpDesk and the conference hashtag (e.g., #AGU24, #EGU25), thereby increasing awareness and encouraging participation. - Some meeting host organizations also have deadlines for requesting booth equipment and graphics, making early space reservation a prerequisite for these processes.

Recruit Personnel

The strength of your data help desk heavily relies on the expertise of your team. Aim for a diverse group comprised of data managers, scientists with practical experience, and technical support staff proficient in oceanographic data. Diversity in volunteers, both in organizations and topics represented, is valuable as user questions can vary widely. Each team member should possess strong communication skills, enabling them to effectively explain complex data management topics in accessible terms.

  1. Assemble Help Desk Staffing Volunteers
    • Recruit knowledgeable volunteers or staff who can provide accurate and helpful responses.
    • This team may consist of librarians, data management specialists, and researchers with experience in data handling.
    • You can also engage with academic institutions or professional societies to find individuals willing to contribute their expertise (as highlighted in the Data Management RoadMap).
    • Clear communication with your team about their roles and responsibilities will create a cohesive support system.
  2. Assemble a Team of Experts
    • Assemble a mix of data managers, scientists, and technical staff with diverse earth science expertise and strong communication skills. The Data Help Desk should be staffed with experts familiar with various scientific domains who can answer data-related questions and demo useful resources.
      • Data managers: experts in data storage, sharing, and management.
      • Scientists: familiar with the research community’s needs and challenges.
      • Technical staff: skilled in IT and software development to support technical aspects of data help desk services.

Train Help Desk Staff

TODO: Add more content

This preparation will equip your team to provide confident and accurate assistance, ensuring a positive experience for those who approach the help desk.

You might also consider conducting a preliminary training session to ensure that all team members are aligned on the key issues attendees are likely to face, such as data sharing, data analysis tools, and repository selections.

  1. Brief staff prior to the conference
    • This briefing should cover common issues that attendees may face, a review of the resources available, and the procedures for answering complex inquiries.
    • This ensures that staff are well-prepared to provide excellent support services.
    • Discusses potential challenges and areas for improvement.
  2. Example training agenda
    • Introduction to data help desk services
    • Common data management issues and solutions
    • Repository selection and metadata standards
    • Data sharing and collaboration best practices

Recruiting and Training Personnel

  1. Recruit Volunteers and Experts
    • This can be done through mailing lists, ESIP channels, inviting past volunteers. For smaller events, hand-picking experts may be best. Aim for a diversity of volunteers in terms of organizations and topics represented. Create a Volunteer Form for recruitment
  2. Onboard Staff
    • Onboard by providing information about the organizing entities, basic data management concepts, and guidelines for interacting with attendees. Training webinars or short videos (“b-roll”) can be helpful. Provide a list of potential questions and resources. Remind and encourage volunteers, providing deadlines and support.
  3. Schedule Demos, Talks, and One-Pagers
    • Consider hosting “workshops” on key topics, though these require significant planning effort (“heaviest lift”). For virtual events, creating recorded resources instead can be valuable due to potentially lower live attendance.
  4. Develop Volunteer Guidelines
    • These guidelines should clarify opportunities (answering questions virtually/in-person, suggesting Q&A, contributing resources, staffing the booth), provide tips for preparation, guidance on contributing content, and link to a code of conduct.
  5. Set up Communication Channels for Volunteers and Experts
    • Such as a Slack channel for backchannel conversation and crowdsourcing answers.
  6. Ensure Volunteers Practice Good Communication
    • Good communication includes being approachable, showing interest, listening, clarifying questions, and planning for follow-up. Experts should share their science expertise to find commonalities and establish trust. They should avoid talking down to researchers and explain why sound data management practices are important.

Planning User Interaction

Execution and Management

  • Create Buzz and Share Resources proactively, as researchers may not always ask questions initially. Use prepared questions to engage passers-by at a physical booth.
  • Implement the Communication Plan. Execute the social media plan, including advertising and tweeting resources using relevant hashtags.
  • Staff the Desk or Monitor Platforms. Ensure volunteers and experts are present at the physical booth or actively monitoring virtual channels.
  • Monitor Questions coming in from all designated forums (in-person, Twitter, survey form, etc.).
  • Refer Questions to Appropriate Experts. Use backchannel communication (like the Slack channel) to crowdsource answers and triage inquiries, especially for questions experts may be less comfortable answering publicly. Ensure all questions receive a response.
  • Encourage Volunteers and provide ongoing support. Use backchannels for expert collaboration.
  • Manage the Physical Space Ensure demos are running, handouts are available, and the slide deck is rotating with prompts.
  • Collect Data from Interactions. Provide sign-in sheets or forms for volunteers to record unanswered questions and user contact information for follow-up. Facilitate the process for volunteers to capture notes about transactions (e.g., using an AI assistant as done at AGU24). Offer users the opportunity to provide feedback via a survey after their interaction.
  • Plan for Data Collection and Evaluation. Facilitate the process for collecting information about questions asked and interactions for future use. Prepare survey questions for users and volunteers.

Gather content to present and reference

  • Solicit Content Before the Conference. Gather specific answers to common questions, locations of resources (data, software, analysis), and references to knowledgeable people.
  • Create a Starter Set of Question Topics and Answers. Identify a list of user topics that volunteers may be asked about.
  • Create a List of Resources for various subject areas. Prepare basic handouts on data management, especially since many researchers lack formal training.
  • Design and Compile a Gallery of Resources, typically hosted on the event website, including recorded demos, tutorials, and one-pagers. Address challenges related to the growing size and navigability of the gallery. The gallery is a long-lasting and valuable output.

Prepare for Common Questions

To effectively focus your data help desk, it is essential to clearly outline the types of questions you aim to address.

  1. Data Archiving: Questions about where and how to preserve data for the long term. This includes inquiries about suitable repositories and best practices for preparing data for archiving.
  2. Data Management: General inquiries about organizing, cleaning, documenting, and ensuring the quality of research data. This can range from basic principles to more specific challenges in managing particular types of data.
  3. Data Formats: Questions about appropriate file formats for different types of data, including proprietary versus non-proprietary formats, and format interoperability. Specific inquiries might involve geospatial data formats like .shp, .geojson, and .kml.
  4. Data Sharing Requirements of Funding Agencies: Researchers often need clarification on the specific data sharing policies and mandates of their funding sources. This can include timelines, repositories, and metadata requirements.
  5. FAIR Data: Understanding the meaning of Findable, Accessible, Interoperable, and Reusable principles and practical steps for making data FAIR. Common questions include “What is FAIR?” and “How do I make my data FAIR?”.
  6. Software Available to Work with Data: Inquiries about suitable software for data analysis, visualization, management, and other tasks, potentially specific to certain scientific fields. This could include questions about programming languages like R and Python.
  7. Data Visualization: Guidance on tools and techniques for effectively visualizing data, including specific challenges like plotting grid lines behind data.
  8. Programming Languages and Tutorials: Requests for resources and tutorials for learning programming languages relevant to data science, such as Python or R.
  9. Citations: Proper methods for citing datasets in publications, including how to trace the number of citations. Policies and best practices for sharing research software, including licensing and citation.
  10. Assigning DOIs: Guidance on how to obtain and assign Digital Object Identifiers (DOIs) to datasets and potentially software or computational notebooks.
  11. Locating Data: Questions about where to find specific types of data or existing datasets for reuse, including domain-specific repositories.
  12. Metadata Creation: Best practices and standards for creating informative metadata to describe datasets.
  13. Data Analysis: Inquiries about tools, techniques, and workflows for analyzing data, potentially including large datasets.
  14. Working with Large Datasets: Specific challenges related to storing, processing, sharing, and analyzing large volumes of data.
  15. Open Access: Questions about open access publishing fees, policies, and resources for making research outputs openly available.
  16. Data Management Plans (DMPs): Guidance on creating effective data management plans to meet funder and institutional requirements.

Prepare Educational Materials

Develop educational materials tailored to common data management queries.

  1. Easy-to-follow tutorials: For data management best practices
  2. Frequently asked questions (FAQs) document: FAQs document with common questions and answers on data management topics. See questions from users
  3. Quick-reference guides: For addressing frequently used data formats, metadata templates, and repository submission workflows.
    • These handouts should be concise and easy to understand, assisting attendees in grasping key concepts quickly. Additionally, consider including QR codes on the guides to link to online resources for deeper learning.

    Example educational material

    [Image of a guidebook with the following text:]

    Oceanographic Data Management Guide A quick reference for managing your research data.

    Includes sections on data formats, metadata standards, and repository submission workflows.

    Provides examples and case studies to illustrate key concepts.

  4. Build a Resource Database:
    • See resources section
    • This database can serve as a foundational resource for team members and a point of reference for attendees looking for more information.
    • Containing links to relevant tools, standards, and the best practices for data management.
    • List of data repositories
    • Links to oceanographic data management standards and best practices (e.g., DOIs, CSW).

Create a Collection of Resources

A crucial component of a successful data help desk is a well-curated collection of resources to address common questions and provide further learning opportunities. Prepare a list of resources for various subject areas. Create a gallery of recorded demos, tutorials, and one-pagers that can be accessed asynchronously, especially beneficial as researchers are often busy during meetings. Basic handouts on data topics should be available, as many researchers lack formal training in these areas. This Collection Can Include:

  • Recorded demos and tutorials on tools, platforms, and data management best practices.
  • One-pagers and handouts providing concise information on key topics such as FAIR principles, data citation, and data management planning.
  • A rotating slide deck displayed at a physical help desk with useful prompts and information.
  • A gallery of recorded demos, tutorials, and one-pagers accessible online.
  • Links to external online resources, including data repositories, relevant organizations, data management training materials, and articles. Consider organizing these links for easy access.

  • Document frequently asked questions (FAQs)

  • Volunteer guidelines to support experts in contributing effectively.

User Communication

Prepare for user communication to optimize user interaction, focusing on interaction time, communication style, answering questions, providing future interaction, and handing out resources.

  1. Interaction Time
    • The amount of time a user interacts with a help desk can vary depending on the complexity of their question, the type of issue they’re experiencing, and the level of support required.
    • Account for time to answer questions by listening and asking clarifying questions to pinpoint the best answer and refer the user to resources.
  2. Communication Style
    • Volunteers should be trained to be approachable, show interest in questions, listen actively, and clarify the user’s true question.
    • Explaining the purpose of the desk can help establish trust and start conversations.
    • Volunteers should also receive information on how to be approachable and handle follow-up.
    • Experts should avoid talking down to researchers and instead explain their understanding of the importance of sound data practices.
  3. Answering Questions
    • Answers should ideally be brief, especially for platforms like Twitter, often providing a lead rather than a complete answer. Follow-up may be necessary for more complex questions.
    • Consider creating a starter set of question topics, specific questions, and answers to inform help desk volunteers.
  4. Future Interaction
    • Establish a process for recording questions that cannot be immediately answered. Collect contact information (e.g., email addresses) to facilitate follow-up after the event.
    • After the event, plan for follow-up on unanswered questions, potentially through email or a year-round service like chat or a database of experts.
    • Collecting user emails can facilitate post-conference communication, such as sharing surveys and Slack channel invitations.
  5. Hand Out Resources
    • Have one-pagers and postcards available for users to take with information on how to find answers to questions in the future such as pointing out a help desk slack channel, email or website with resources.

Presentation setup

Expert presentations on ideas and tools at a data help desk serve as a crucial component by providing practical knowledge, showcasing useful resources, addressing key data management challenges, and offering flexible access to learning materials, ultimately helping researchers improve their data skills and make their research more open and FAIR. These presentations, which can take various forms such as demos, talks, tutorials, short videos, and workshops, provide researchers with valuable opportunities to learn and enhance their data-related skills and practices.

  1. Showcase Practical Tools and Resources
    • Researchers can explain their work with helpful tools and resources.
    • Demos can be of data management tools and platforms and tutorials that highlight resources for managing data and enhancing research.
    • Specific examples include scheduled demos on topics like accessing and contributing to open data management education materials, introductions to the data life cycle and FAIR principles, creating data management plans, data cleaning using R, and accessing data using APIs.
  2. Teach Key Data-Related Issues
    • Such as data citation, creating data management plans, and finding suitable data repositories.
    • By attending these presentations or viewing recordings, researchers can gain a better understanding of these concepts and how to implement them in their own workflows.
    • The inclusion of topics like FAIR principles directly addresses the needs of researchers who are increasingly required by publishers and funders to make their data and software open and FAIR.
  3. Future Impact and Access
    • Consider recording presentations since researchers are often busiest during scientific meetings and having access to recordings of demos, tutorials, and one-pagers allows them to learn at their own pace and revisit information as needed.
  4. Expose New Tools and Ideas
    • Expert presentations can create a “buzz” and expose researchers to resources they may not have realized they were looking for, even if they didn’t initially have specific questions.
    • By highlighting various tools and techniques, experts can spark interest and encourage researchers to explore new ways of managing and working with their data.

For more presentation ideas, see the Presentation Ideas section

Setting Up Infrastructure

Establish a Digital Platform

Establishing a digital platform (such as a website, social media accounts, Discord or Slack) where users can ask questions in real-time can increase accessibility. Using various channels and private survey forms can facilitate user engagement.

Provide Workstations

Your help desk should be equipped with 2-3 workstations featuring laptops pre-loaded with essential software tools, such as Python, R, and Ocean Data View (ODV). Access to major oceanographic data repositories like BCO-DMO, NCEI, and PANGAEA should be readily available for attendees seeking to explore data management resources. - Each workstation should provide a comfortable setup for consultations, fostering an environment that encourages engagement and interactive learning.

> **Example workstation setup**
>
> Laptop 1:
>
> -   Python environment
> -   RStudio
> -   BCO-DMO repository access
>
> Laptop 2:
>
> -   ODV software
> -   NCEI repository access
> -   PANGAEA repository access
>
> Laptop 3 (optional):
>
> -   Additional software or tools for specific research areas

Create a Scheduling System

Implementing a scheduling system is vital for managing consultation requests efficiently.

  1. Use an Online Booking Tool
    • For 30-minute consultation slots, allowing both walk-ins and pre-scheduled meetings.
    • Consider platforms such as WhatsApp to keep in contact with volunteers and remind them of their volunteering schedule and re-organize the schedule between volunteers if their are scheduling conflicts.

    Example online booking tool

    • Google Calendar or similar platforms with online booking features.

    • Customizable booking pages for data help desk services, including dates, times, and description.

  2. Communicate the Schedule Clearly: through the help desk’s promotional materials and signage. A schedule of experts and demos can be posted online for easy access.
  3. Keep an Eye on Peak Times: to ensure adequate staffing and resources are available.

Establish a Tracking System

Creating a simple tracking form can help log the types of consultations provided and any follow-up needs expressed by attendees. This data is invaluable for assessing the impact of your help desk and justifying future funding requests. Analyzing this information can help identify common areas of interest or concern, allowing you to adjust your resources and training focuses in future help desk initiatives.

  1. Develop a Simple Form
    • To log consultation types and follow-up needs.
    • To track consultation details, including date, time, topic discussed, and resolution.
    • To enable the evaluation of the effectiveness of the data help desk services.
    • To track the types of questions asked to inform future training and resource development.

    Example tracking system

    [Image of a form with the following fields:]

    • Date
    • Time
    • Topic discussed
    • Resolution (yes/no) or notes
    • Follow-up needed (yes/no)

Evaluating After the Event

Implementing a follow-up mechanism is vital in maintaining engagement after the conference. Create a clear system for addressing post-conference questions, which could include setting up a dedicated email address or an online forum where users can continue to seek assistance. Tracking long-term impact through user feedback will allow you to refine the help desk’s offerings, ensuring that it evolves to meet the ongoing needs of the scientific community.

Follow-up and Evaluation

  1. Gather Feedback and Revise
    • After launching your data help desk, collecting user feedback is essential for continuous improvement.
    • Use surveys to assess user satisfaction, common queries, and areas for enhancement.
    • Based on this feedback, update your resources, tweak staffing arrangements, and modify outreach efforts accordingly.
    • Engaging in this cycle will ensure that the help desk evolves to meet the changing needs of its users effectively.
    • Collect and analyze evaluation data. This includes transaction notes, survey responses (from users and volunteers), and attendance metrics (number of people interacting). Analyze question types to identify community needs and dominant themes. Assess interaction quality using established guidelines.
    • Survey volunteers to gather feedback on what worked well, what could be improved, and their satisfaction level.
    • Use findings to inform future efforts. Apply lessons learned to improve future data help desks, inform research data management training content and delivery formats, develop staffing models, and assist with the usability design of data products and tools. Refine the initial intake process based on the analysis of question types.
    • Share metrics and impact with volunteers to demonstrate the value of their participation and encourage future involvement.
  2. Maintain Resources
    • Maintain a repository of frequently asked questions and expert responses that can serve as a resource for future inquiries.
    • Consider expanding support beyond the conference event, such as establishing year-round virtual services or maintaining a database of experts.
  3. Plan a Follow-up Mechanism
    • Create a system to handle post-conference questions and track long-term impact through user feedback. This establishes a clear plan for ongoing support and evaluation and encourages continuous improvement of data help desk services.

      Example follow-up mechanism

      Set up an email address or online form for users to submit follow-up questions or concerns after the conference.

      Create a spreadsheet to track user feedback and suggestions, with columns for:

      • Feedback type (positive/negative/neutral)
      • Comment
      • Resolution status
  4. Conside Long Term Contact
    • Consider establishing year-round support services such as a dedicated email address or a Slack channel where users can ask questions.
  5. Thank Volunteers
    • Don’t forget to thank volunteers and experts for their participation.
  6. Disseminate Lessons Learned
    • Share documentation or presentations with others who wish to host similar events.