CAMS GA What do cams users ask by hennermann
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What do CAMS users ask?
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CAMS GA What do cams users ask by hennermann
- 2. • • • • • •
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- 4. Issues reported to CAMS User Support at ECMWF 2016-04-01 to 2016-06-10 Data request Documentation System (login, download) Communications & Media Suggestion Feedback Other
- 5. • • •
Hinweis der Redaktion
- Introduction Karl Hennermann, CAMS and C3S User Support at ECMWF Why does it matter what users ask? For users: to let you know that you are not alone with your questions For providers of CAMS services (upstream and downstream): every question is a barrier to using CAMS services. We want to remove these barriers.
- A few examples... Many questions are about how to access data and documentation (including the science behind the data) ....
- But we also have quite a few about CAMS itself. Can you answer these questions? ... If not, don’t worry - that’s why you have us in CAMS User Support.
- Distribution of questions by topic (issue type) What do the users’ questions tell us? Main pain points for users: Users have to ask us for data because they don’t know what is there and how to get it Documentation (science) Every user asking s a question means there is a barrier to using the service. We want to remove these barriers, so they don’t have to ask these questions in the first place.
- How can we do this? Going by the number of questions we get, we need to prioritise: Make it easier to discover CAMS data and information Make it easier to access CAMS data and information - Improve documentation, including science documentation
- Improve discovery and ease of access: Aim: Self service via web and APIs Discovery –> new and improved CAMS catalogue, fantastic! Data access. Some current barriers are: manual user account setup by the service provider (regional FTP – soon web interface – fantastic!) creating separate logins for each service provider – Why can I not log into CAMS services with my google or facebook account?
- Improve documentation - Aim: Self service A lot of documentation exists, but is not easily discoverable. Actions: ECMWF knowledge: have a user support portal with knowledge base search How to make service providers’ knowledge discoverable – with central user support portal or with the respective service? IMO better with the service. Create additional documentation How: as we get questions, we add answers to knowledge base Documentation should live - with central CAMS user support or with the data? Users expect documentation to be with the service. But Earth Explorer model also works.
- The user base is currently mostly specialists (researchers, service providers, ..) More downstream services and ‘out of the box’ products will become available => more users => need to upscale user support => implications for service providers => More non-specialist users => demand for ‘out of the box’ products. They are less bothered how the information is generated, but how to use it for their particular purpose.
- Finish with a nice picture Questions?