4.3 PRESENTATION OF RESULTS
4.3.7 Technical support
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Table 40: Benefits of technical person N=7
Benefits of having a technical person Frequency Percent
Yes 6 85.7
Not Sure 1 14.3
Total 7 100.0
Table 40 shows that all seven respondents responded to the question whether or not having a technical person for the library helped to solve digitization-related technical issues. Six (85.7%) of the respondents indicated that having a technical person for the library helps to solve digitization-related technical issues. One (14.3%) was not sure whether or not having a technical person for the library helps solve digitization- related technical issues.
Seven (33.3%) of the 21 respondents who indicated in question 57 (see Table 39) that the library does not have a technical person responded to question 59 on how the library deals with technical related issues. Four (19%) indicated that they do not know or are not sure how the technical related issues are handled, and the other three indicated that the technical related issues are referred to the digitization section and IT department.
Question 60 was asked to the 14 respondents who were not sure or indicated in question 57 (see Table 39 above) that the library does not have a technical person and whether or not it would help to have a technical person.
Table 41: Benefits of technical person N=14
Benefits of a technical person Frequency Percent
Yes 11 78.6
Not Sure 3 21.4
Total 14 100.0
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Table 41 shows that all 14 respondents responded to the question whether or not having a technical person would help resolve digitization-related technical issues.
Results show that 11 (78.6%) respondents indicated that it would help to have a technical person in the library and three (21.4%) were not sure whether or not having a technical person in the library would help.
In question 61, respondents were asked to specify how having a technical person for the library helps in solving digitization related technical issues. The seven (33.3%) respondents who responded indicated that the person would be immediately available to solve server issues and fix other problems related to ResearchSpace, which would improve on the speeding-up of the uploading and archiving of theses and access to the database. On the issue of how they currently deal with technical related issues, only three responded to the question. One respondent indicated that they refer the matter to their digitization representative and the other two indicated that they do not do anything about it but wait until the problem is resolved and ResearchSpace is up and running.
From questions 62 to 67, respondents were asked questions which aimed at finding out how often they experience certain digitization problems, to find out how long does it usually take to solve technical issues, downtime issues, and to discover whether or not such issues affect the digitization processes.
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Table 42: Digitization problems N=21
Responses
ResearchSpace not accessible
Handle* not available (theses not accessible)
Frequency Percent Frequency Percent
Always 16 76.2 9 42.9
Hardly 4 19.0 11 52.4
Never 1 4.8 0 0
Non-response 0 0 1 4.8
Total 21 100.0 21 100.0
*Handle is the unique identification number allocated to each item archived in the repository
Table 42 shows that all 21 respondents responded to the question on how often they experience problems with ResearchSpace being not accessible. 16 (76.2%) indicated that they always experienced problems with ResearchSpace not accessible, four (19.0%) indicated that they hardly experience problems and one (4.8%) indicated that they never experienced problems with ResearchSpace not being accessible.
Table 42 further shows that 20 (95.2%) responded to the question on how often they experience problems on handle not available. Nine (42.9%) indicated that they always experience problems with regards to handle not available (theses not accessible) and 11 (52.4%) indicated that they hardly experienced problems with the handle not being available.
Table 43: Other problems N=21
Other technical related problems Frequency Percent
Always 3 14.2
Hardly 1 4.8
Non-response 17 81.0
Total 21 100.0
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Table 43 shows that 4 (19%) responded to the question on how often they experience other technical-related problems and 17 (81%) did not respond. Three (14.2%) indicated that they always experience other technical problems related to the digitization project and one (4.8%) hardly experienced other problems. Three (14.2%) of the respondents specified ‘slow response time’ as the other problem experienced.
In question 63, respondents were asked to indicate how long it takes to sort out digitization-related technical issues.
Figure 4: Period it takes to sort out digitization-related technical issues N=21
Figure 4 shows that all 21 respondents responded to the question on how long it usually takes to sort out the digitization-related technical issues. Seven (33.3%) indicated that it usually takes less than 2 hours to sort out digitization-related technical issues, six (28.6%) indicated that it usually takes 2 to 4 hours, two (9.5%)
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indicated that it takes 4 to 8 hours, three (14.3%) indicated that it takes more than 8 hours to sort out digitization related technical issues and 14.3% indicated other.
Figure 5: Showing downtime period experienced per month N=21
Figure 5 shows that 20 (95.2%) respondents responded to the question on how much downtime they normally experience in a month and one (4.8%) did not respond. Seven (33.3%) indicated that they experience downtime less than 3 times a month, eight (38.1%) indicated that they experience downtime 3 to 5 times a month, five (23.8%) experience downtime more than 5 times a month.
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Figure 6: Showing period it usually takes to resolve downtime issues N=21
Figure 6 shows that 20 (95.2%) respondents responded to the question on how long it takes to resolve downtime issues and one (4.8%) did not respond. Two (9.5%) indicated that it takes less than 30 minutes to resolve downtime issues, 12 (57.1%) indicated that it takes 30 minutes to two hours to resolve downtime issues, three (14.3%) respondents indicated that it takes two to five hours to resolve downtime issues, two (9.5%) indicated that it takes more than five hours and one (4.8%) selected other.
Table 44: Effect of downtime issues on digitization processes N=21
Downtime effect on digitization process
Frequency Percent
Yes 15 71.4
No 1 4.8
Not Sure 4 19.0
Non-response 1 4.8
Total 21 100.0
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Table 44 shows that 20 (95.2%) respondents responded to the question on whether or not downtime issues negatively affect digitization processes. One (4.8%) did not respond. Fifteen (71.4%) indicated that downtime issues negatively affect digitization processes, one (4.8%) indicated that downtime does not negatively affect digitization processes and four (19.0%) were not sure whether or not downtime issues affect digitization processes.