과학기술혁신을 지원하는 과학기술 지식정보인프라의 효율적인 성과확산을 위하여 과학기술정보 이용자 클러스터 구축 및 운영, 통합 Helpdesk 구축 및 운영, 이용자 모니터링 체제 구축 및 운영을 통해 고객지향적인 활동을 수행하였음.
o 과학기술정보 이용자 클러스터 구축 및 운영
- 지역내 핵심 R$\amp$D 인적네트워크를 통한 전국적 이용자 클러스터의 구축과 운영
- 고객집단별 찾아가는 맞춤형 정보 활용세미나로 이용활성화와 저변확대
o 통합 Helpdesk 체제구축 및 운영
- 통합 Helpdesk 시스템의 구축으로 지체없는 고객불만 응대처리 체제 구축
o 이용자 모니터링 체제 구축 및 운영
- 외부모니터 그룹, 이용자 간담회 등 고객의견 채널확대로 서비스개선과 만족도 향상 도모
o 이용자 수요조사 및 분석
- 이용자 중심의 사업 및 고객 정책 수립을 위해 이용자의 요구사항을 조사$\cdot$분석
하여 사업 및 정책부서에 피드백하여 반영
o KOSTI 2007 워크숍 개최
- 한국콘텐츠학회와 공동으로 종합학술대회 개최를 통해 연구소-학회간 협력모델 구축 및 종합학술대회 시너지 효과
o 산업기술정보네트워크 구축 및 운영
- 중소기업 특화 종합애로해소 포털로 지식정보를 연계한 맞춤컨설팅 제공기반 조성
o Sci-Tech inform. user cluster construction and operation
Respective regional core-user cluster advisory councils were organized for the purpose of achieving information usage revitalization and expansion of the user base, targeting potential users of KISTI Sci-Tech information infrastructure, thus accelerating national technological development through these efforts.
KISTI has carried out customer-oriented, reach-out seminars in order to diffuse the Sci-Tech information usage and secure as many newly-registered users, by fully familiarizing them with diverse and useful Sci-Tech specialized information or assistance activities , constructed and operated by KISTI.
It is the activity of investigating and analyzing specified difficult Sci-Tech information experienced by local small, medium and venture businesses during R&D process and promptly providing the results to them, with a view to strengthening their technological prowess, and leading the pertinent technology to assets actively by helping their efficient R&D activities, thus ultimately nurturing and developing them toward leading technological innovation businesses.
o Build-up and operating of integrated Helpdesk system
In order to cope promptly and systematically with frequent demands from users along with common consultations with users, an integrated helpdesk operation system was built for the entire KISTI website.
This implementation of this system enables quick resolution of user difficulties and improves the comprehensive user service.
- Increase the integrated helpdesk in connection with the help function of the main KISTI website, to be included in 45 websites.
- Create an environment where clients are able to pose questions or introduce claims at any time through diverse channels and websites, and offer user convenience by extending client consultation, which was offered from 09:00 - 18:00, to a 24 hours a day service.
o Building-up and operating regular monitoring system on user behavior
We have involved in three of them for monitoring system on user behavior. "Improving Web Search Ranking by Incorporating User Behavior Information"; "Learning User Interaction Models for Predicting Web Search Result Preferences"; and "Improving Personalized Web Search Using Result Diversification." The focus of all three, in short, is how users interact with search results. Having access to huge volumes of user data is key to improving search results.
Therefore, KISTI expands the channels which collect customers' opinions through integrated KISTI helpdesk, and reflects the collected opinions on service improvement. By performing the internal monitoring activity and expanding external monitoring activities, it enhances the stability and the quality of KISTI information service.
- Monitoring and feedback of main homepage service cites by
monitoring agent regularly
- Having user meeting and gathering their opinion
- Weekly monitoring on information use trends and information update
- Monthly monitoring on improvement of information services and DB
User Behavior Monitor, which studies usage patterns and categorizes all user actions and events as normal or suspicious, with suspicious behavior alerted to an administrator.
In addition to the monitoring capabilities, the platform also provides auditing and reporting capabilities, including a transactional analysis of events by sessions, users, or objects; providing detail information in the context of the operation.
o User demand research and analysis
Constitute the infrastructure for user-oriented service quality improvement through an assessment of user objectives by conducting research into the demands of users for services offered by KISTI.
- Conduct research into the pattern of use and demands aimed at the advisory members of the local cluster council.
o KOSTI Workshop 2007
KOSTI Workshop offers an opportunity for identifying the trends in related fields by preparing a space for the interchange of knowledge and information. At the same time it offers an opportunity for enhancing the external expansion of performance through the announcement of the results of research about scientific technology knowledge information infrastructure performed by KISTI, which is trying to expand the event in terms of both scale and detail.
- Build a cooperative model between a research center and an academic society through the opening in cooperation with an academic society of a joint comprehensive academic conference.
- Discover quality theses through the academic conference
- Improve the substantiality of the event by awarding a prize from the chief director at the Korea Research Council of Public Science & Technology (KORP).
o Building-up and operating INNO-net
The current trend of the rapid evolution of IT industry and the shift to the knowledge information society are required the companies to adapt the new business environment actively, regardless of their sizes and business types. Therefore, it is necessary to foster the SME (small and medium enterprise), which is the source of technology innovation and the creation of employment. Inno-net is roled as "the total information support system for SME (small and medium enterprise)", which provides the strong connection with the private and the public sector, including academy and local government as well as support them through the technical information construction and distribution. Consequently, Inno-net attempts to contribute the national industry development and economy revitalization in terms of the proliferation of "Trouble shooting and consulting HUB system", which is able to resolve the technical queries and troubles promptly which are occurred on the business activities, through the connection of the human expert pool network.
과학기술정보; 성과확산; 통합 Helpdesk; 이용자 모니터링; 이용자 수요조사; Information and Technology Information; Performance Diffusion; Integrated Helpdesk; User Monitoring; User Demand Research and Analysis