Post in User Surveys

Hi Peter,

Our situation works a little differently. We’ve generally written letter of
support for our core-affiliated faculty who play a key role in supporting team
science. Often times, these efforts are not formally recognized by the P&T
committees and getting a strong letter of support from the Core/Center director
tends to help with their P&T reviews. We are now moving in a direction where
there is broader recognition of these efforts.

Thanks,
Justine

From: Core Administrators Network Forum <email obscured>> On Behalf Of
Lopez, Peter (DART)
Sent: Wednesday, April 7, 2021 1:08 PM
To: <email obscured>
Subject: Re: [core administrators network forum] User Surveys

Along these lines I do have a question. Are there any instututions that request
core input regarding faculty who are up for promotion?
If people up for promotion are not people who can work with cores (and in
particular, are dismissive of core best practice guidelines) I would wonder
about their viability to be moved up the academic ladder. Especially if many
cores at an institution have similar issues with the individual.
Also if they knew of the potential impact on their progression maybe they would
be more compliant with core guidelines.

Rest of post

--Peter

--Peter



Sent from my Verizon, Samsung Galaxy smartphone



-------- Original message --------
From: "White, Amanda (Nicole)"
<email obscured><email obscured>>>
Date: 4/7/21 1:41 PM (GMT-05:00)
To: <email obscured><email obscured>>
Subject: Re: [core administrators network forum] User Surveys

[EXTERNAL]

I encourage all of our facilities to do what they want with stars, smiles, and
checkmarks for customers or vice versa!

Just as long as one is never directed at us administrators! LOL!

-----Original Message-----
From: Core Administrators Network Forum
<email obscured><email obscured>>> On Behalf Of Lopez, Peter
(DART)
Sent: Wednesday, April 7, 2021 1:36 PM
To: <email obscured><email obscured>>
Subject: Re: [core administrators network forum] User Surveys

***This email originated from an EXTERNAL sender to CCHMC. Proceed with caution
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Following on Chris's idea I propose that core users prominently display their
"button" , so that core staff know in advance who they're dealing with. It
might also inspire problematic core users to up their game.

--Peter

Sent from my Verizon, Samsung Galaxy smartphone



-------- Original message --------
From: "Gilpin, Christopher J" <email obscured><email obscured>>>
Date: 4/7/21 11:33 AM (GMT-05:00)
To: <email obscured><email obscured>>
Subject: Re: [core administrators network forum] User Surveys

[EXTERNAL]

Great - idea - can core staff have similar buttons to rate their users? 😊





Chris

He/Him/His

Christopher J. Gilpin Ph.D.

Campus-wide Coordinator for Electron Microscopy

Director, Life Science Microscopy Facility

Purdue University

Whistler Hall of Agriculture Research, Room S052

170 S. University St

West Lafayette, IN 47907

765-494-7750

<email obscured><email obscured>>

<email obscured><email obscured>> reaches everyone in the facility.

http://ag.purdue.edu/arp/Microscopy/Pages/default.aspx<http://ag.purdue.edu/arp/Microscopy/Pages/default.aspx>

skype cjgilpin





-----Original Message-----
From: Core Administrators Network Forum
<email obscured><email obscured>>> On Behalf Of Cammer, Michael
Sent: Wednesday, April 07, 2021 10:54 AM
To: <email obscured><email obscured>>
Subject: Re: [core administrators network forum] User Surveys



What about green, yellow, red buttons or smiley face and frown buttons like in
airport restrooms?



Mounted on the inside door frame of each microscope room or cubicle for people
to press on their way out.



Michael Cammer, Sr Research Scientist, DART Microscopy Laboratory NYU Langone
Health, 540 First Avenue, SK2 Microscopy Suite, New York, NY 10016

Office: 646-501-0567 Cell: 914-309-3270
<email obscured><email obscured><email obscured><email obscured>>>
http://nyulmc.org/micros<http://nyulmc.org/micros>
http://microscopynotes.com/<http://microscopynotes.com>









-----Original Message-----

From: Core Administrators Network Forum
<email obscured><email obscured><email obscured><email obscured>>>>
On Behalf Of White, Amanda (Nicole)

Sent: Wednesday, April 7, 2021 9:06 AM

To:
<email obscured><email obscured><email obscured><email obscured>>>

Subject: Re: [core administrators network forum] User Surveys



[EXTERNAL]



Hey Natasha,



Surveys. So beneficial if designed right, so painful if designed poorly.



If you are doing this annually I prefer to utilize some closed and open ended
questions. I do not like to single out feedback for specific facilities. The
facility can do that themselves if the would like. As an ops manager I am more
interested in questions like:

1. Are the resources we provide in the facilities meeting the researcher needs?

2. Do people know where to go to access them?

3. What points of education do they need to support their own research better.

4. What are some of the 'cogs' in the process in the end-to-end workflow users
are experiencing.



The closed-ended Likert based questions allow us to understand the overall
experience. Then they can share more on their own personal challenges,
thoughts, ideas in the open ended questions by sharing their comments.



We typically keep the survey length to 15-20 questions. Something that can be
completed in under 5 minutes. The return rate gets us enough information to use
for strategic planning and next steps in planning.



Keep the survey anonymous, though they can enter their name if they want
someone to reach out.



Keep the language in your questions simple as well. You don’t want to drive
their thinking into what they think you want to hear. I try to make the
questions so they can basically talk about anything in a safe space.



The only 'clicky' questions we ask is 'which facilities do you use' (select all
that apply). Then we also ask if they use any facilities outside of our
organization. Those two questions help us to understand what resources they may
be using we don’t have at CCHMC and then internally, how many facilities are
labs using - more the merrier right?! :)



Let me know if you have any questions. I am about send out another one here
soon, when our budget season ends.



Best,

Nicole



-----Original Message-----

From: Core Administrators Network Forum
<email obscured><email obscured><email obscured><email obscured>>>>
On Behalf Of John Younger

Sent: Tuesday, April 6, 2021 4:20 PM

To:
<email obscured><email obscured><email obscured><email obscured>>>

Subject: Re: [core administrators network forum] User Surveys



***This email originated from an EXTERNAL sender to CCHMC. Proceed with caution
when replying, opening attachments, or clicking links in this message.***







Natasha - This is a great question. My group recently did some operational and
strategic advising for a large university core service, and like your core they
were interested in something more nimble than an annual survey for monitoring
process improvements.



The challenges with comprehensive surveys are that users often drop out before
they complete them, and given their necessary infrequency they don't provide
data that teams can quickly navigate with. Their all-inclusive nature can have
a lot of curb appeal to scientists, but operationally they are a
less-than-ideal fit.



What we recommended was the net provider score (NPS). You've filled these out
in other settings. It consists of 2 questions - 'On a scale of 0 - 10, how
likely are you to recommend our service to a colleague,' followed by an
open-ended 'why did you give that score?' The NPS isn't the 0-10 number itself,
rather, it's calculated across the responses of many users, and you can find
the calculation on the wiki entry -
https://urldefense.com/v3/__https://en.wikipedia.org/wiki/Net_Promoter__;!!MXfaZl3l!K_16B5m9z-9IK5ITG3a7VQgX_wZD5eWyLJ_jGHIpIoP8HyoGsNhv0q_lG31TumGcgejJuj8$<https://urldefense.com/v3/__https://en.wikipedia.org/wiki/Net_Promoter__;!!MXfaZl3l!K_16B5m9z-9IK5ITG3a7VQgX_wZD5eWyLJ_jGHIpIoP8HyoGsNhv0q_lG31TumGcgejJuj8$><https://urldefense.com/v3/__https:/en.wikipedia.org/wiki/Net_Promoter__;!!MXfaZl3l!K_16B5m9z-9IK5ITG3a7VQgX_wZD5eWyLJ_jGHIpIoP8HyoGsNhv0q_lG31TumGcgejJuj8$<https://urldefense.com/v3/__https:/en.wikipedia.org/wiki/Net_Promoter__;!!MXfaZl3l!K_16B5m9z-9IK5ITG3a7VQgX_wZD5eWyLJ_jGHIpIoP8HyoGsNhv0q_lG31TumGcgejJuj8$>>
.



The criticisms the approach recieves are fair. But it offers alot - (1) ease of
use, (2) ability to be administered frequently, (3) measurement of a feature
that directly impacts growth of the core's user base (i.e., referrals to new
users), and (4) direct comparabilty between very different programs in your
portfolio.



It's relatively easy to implement in whatever user-facing software you employ,
although we strongly recommend that some fraction of the surveys be delivered
in person or by phone or zoom. It's incredibly valuable for your team to hear a
user think out loud, and the practice reaffirms to the user how seriously you
take user experience and service.



It's also an easily trackable number - you can check in after every 15-20 users
for an updated score and learn in near-real-time whether process changes are
making a difference.



I'm happy to discuss this with you, and can provide a little code in R to help
automate the analysis. Don't hesitate to reach out.



Best,



John Younger

<email obscured><email obscured><email obscured><email obscured>>>

argopond.com



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