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STATISTICS OF POLAND "Questions to the Central Statistical Office " The simple FAQ service versus a discussion web forum.
STATISTICS OF POLAND
"Questions to the Central Statistical Office"
The simple FAQ service
versus
a discussion web forum.
Forum - Pros & Cons
There are 2 models of knowledge
in the computer mediated communication:
traditional - expert model
new - collective wisdom model – "wisdom of crowds"
(example: Internet discussion forum)
Forum - Pros & Cons
Potential advantages of forum are obvious:
Huge number of information recipients.
E-interaction encourages people to discussion.
Communication is egalitarian - many people can talk almost synchronously.
Geographic and transport limitations disappear.
Form of statistical e-learning.
Efficient way of statistics popularization
("buzz marketing" is very fashionable).
Forum - Pros & Cons
Potential advantages of forum are obvious:
Improvement of information exchange between the CSO and its customers.
Forum makes the knowledge synthesis of all users ("collective intelligence" or "connected intelligence").
Cooperation with users helps with improving statistical products according to expectations
("customer made" is today’s megatrend).
Naive questions frequently help create better solutions.
Way of building a net community around statistical institution.
Forum - Pros & Cons
Forum problems:
Forum usually concerns a main topic or one reality aspect (equal treatment of all statistical topics is important
in dissemination).
Mass information can deteriorate the quality of service
(content must be clear also for less advanced users).
Lack of consensus or lack of conclusion in discussion process.
Users expect immediate reaction for their questions or requests – otherwise the forum is lifeless.
Forum - Pros & Cons
Forum problems:
Possible danger of groupthink syndrome (self-censorship of forum members, lack of cricticism etc.) – or contrary:
Intentional publishing of controversional or absurd statements by users who tend to a conscious provocation ("the trolls" in web slang).
Possible conflicts blocking the debate.
Possible information redundancy as the result of information noise (worse communication efficiency).
Rapid spread of mistakes or false interpretations among the forum members.
Forum - Pros & Cons
Forum problems:
Each web forum needs the "Gurus" - also called "the Angels" or "the Evangelists" - who are considered as
the respectable experts and can maintain the debate.
Expert can rapidly lose Guru’s position since statistics
is hugely extensive domain and some mistake is always possible.
Conclusions:
The simple FAQ service is stabler as dissemination tool at the current stage.
A web forum should be taken into account as the future challenge.
A single-topic discussion forum is planned to be created as an additional information and promotion medium for the next National Census in Poland.
CSO WEB PORTAL
The FAQ Service
QUESTIONS TO CSO
Questions & Orders
Questions to CSO
ASKING QUESTIONS
USER’S
INTERFACE
ASKING QUESTIONS(USER’S INTERFACE)
User’s e@mail address
User’squestion
Send
ASKING QUESTIONS
USER’S INTERFACE:
Please follow the animation …
ASKING QUESTIONS(USER’S INTERFACE)
Questions – Input Queue
ANSWERING QUESTIONS
MODERATOR’S INTERFACE & ROLE
MODERATOR’S WEB CONSOLE
Questions and
FAQ Service
Show thequestions
FAQ Service
Administration Panel
ANSWERING QUESTIONS
There are
3 OPTIONS
in the moderator’s web application.
ANSWERING QUESTIONS
OPTION 1 - CONDITIONS:
The question is worth adding to FAQ web list.
The moderator can answer on his/her own (since the issue is typical).
MODERATOR’S INTERFACE(WEB APPLICATION – OPTION 1)
The question will be added
to FAQ web list.
The moderator is answering on his/her own.
Add question to FAQ list:Yes No Forward to Dissemination
Department
Send Cancel
Question:
Answer *:
User:
Answer the question
* - answer is mandatory
ANSWERING QUESTIONS
OPTION 1:
Please follow the animation …
OPTION 1: MODERATOR’S INTERFACE
Questions(Output Queue)
FAQ WEB LIST
Frequently asked question !
e@mail
ANSWER
FAQ WEB LIST
FAQ WEB LIST
FAQ WEB LIST
Question link
FAQ WEB LIST
Question & Answer
Questions are removed manually.
ANSWERING QUESTIONS
OPTION 2 - CONDITIONS:
The question is not worth adding to FAQ list.
The moderator can answer on his/her own (the issue is not too complex).
MODERATOR’S INTERFACE(WEB APPLICATION – OPTION 2)
The question will not be added to FAQ list.
The moderator is answering on his/her own.
Add question to FAQ list:Yes No Forward to Dissemination
DepartmentSend Cancel
Question:
Answer *:
User:
Answer the question
* - answer is mandatory
ANSWERING QUESTIONS
OPTION 2:
Please follow the animation …
OPTION 2: MODERATOR’S INTERFACE
Questions(Output Queue)
Just a question …
e@mail
ANSWER
ANSWERING QUESTIONS
OPTION 3 - CONDITIONS:
The question is not typical (too complex, strange or wrongly directed).
The moderator is not able to answer on his/her own.
MODERATOR’S INTERFACE(WEB APPLICATION – OPTION 3)
The moderator is forwarding this question to CSO Dissemination Department.
Add question to FAQ list: Yes No Forward to Dissemination
DepartmentSend Cancel
Question:
Answer *:
User:
Answer the question
- answer is mandatory
Your question has been forYour question has been for
ANSWERING QUESTIONS
OPTION 3:
Please follow the animation …
OPTION 3: MODERATOR’S INTERFACE
Questions(Output Queue)
Complex question …
CSO Dissemination
Department
e@mail
ANSWER
e@mail
WAITPLEASE
Experts
Enigmatic question …
Wrongly directed question …OR
ANSWERING QUESTIONS
Examples of wrongly directed questions:
"Please help me find out something more about my ancestor who migrated to Poland from the lands of today’s Ukraine. His surname was …"
"How many people have Makowski surname in Poland? I need this information for my book … "
The CSO Information Department experts always try to give at least a useful clue …
ANSWERING QUESTIONS
Daily about 20 questions are received.
Each question is removed automatically from the system just after sending the e-mail with reply.
Storage in a system database does not make sense because questions are too numerous.
Questions and answers listed in the FAQ web service are removed manually.
The End
Thank you for attention
