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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
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 20042/31
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
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 20043/31
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
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 20044/31
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
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 20045/31
www.go-online.gr
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 20046/31
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.
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 20047/31
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
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 20048/31
Web-based courses available online:
52 courses More than 30
training hours
Training Training Section Section
(I)(I)
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 20049/31
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
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 200410/31
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
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 200411/31
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
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 200412/31
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
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 200413/31
www.go-online.gr evaluation
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 200414/31
Ongoing portal evaluationOngoing portal evaluation
Two different / complementary evaluation activities engaged: web portal server log files analysis
(completed)user satisfaction survey (ongoing)
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 200415/31
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
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 200416/31
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.
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 200417/31
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.
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 200418/31
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.
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 200419/31
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)
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 200420/31
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
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 200421/31
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)
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 200422/31
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
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 200423/31
Satisfaction Satisfaction survey survey
dimensionsdimensions
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 200424/31
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%
Not at all Little Enough Very Perfectly
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 200425/31
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%
Not at all Little Enough Very Perfectly
SMEs
2,4%
3,6%
12,0%
53,0%
28,9%
Not at all Little Enough Very Perfectly
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 200426/31
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
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 200427/31
Future directions
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 200428/31
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
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 200429/31
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
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 200430/31
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
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 200431/31
Contact DetailsContact Details
Demetrios G. SampsonAssistant Professor on e-Learning
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