This document summarizes the work of WP4 on providing an Open Science helpdesk and support. It involves three main tasks: 1) coordinating a helpdesk with various support resources, a ticketing system, and support activities; 2) providing training on open access, open data, research data management and open science; and 3) training on OpenAIRE services. It provides statistics on the usage of guides, factsheets, FAQs and other materials. It also summarizes training activities conducted, including webinars and events in different countries. Upcoming work includes developing more service use cases, updating factsheet layouts, and creating online courses and video tutorials.

1. WP4 - OPEN SCIENCE HELPDESK
support and training
OpenAIRE Advance
Pedro Principe, Paula Moura, André Vieira, Iryna Kuchma
University of Minho

2. TASK4.1.SUPPORT
COORDINATIONANDHELPDESK
Helpdesk resources (guides,
faqs, fact sheets…)
Ticketing system (ask a ?)
Support activities (by NOADs)
TASK4.2.OA,OPENDATA,RDM&
OPENSCIENCETRAINING
OA, Open Data, RDM and Open
Science Training
How-to style resources that set
OS principles into practice
National OA, Open Data, RDM
and OS training programmes
TASK4.3.OPENAIRESERVICES
TRAINING
Support materials and training
activities on OpenAIRE's
services and products
OpenAIRE Open Science Helpdesk overview
OpenAIRE-Advance GA | Paris | Dec. 9, 2019

3. HELPDESK & SUPPORT MATERIALS
FIGURES:
OSPRIMERS
2
483 hits/month
www.openaire.eu/os-primers
GUIDES
30 (11 new in 2019)
4070 hits/month
www.openaire.eu/guides
FACTSHEETS
7 (1 new in 2019)
200 downloads/month
www.openaire.eu/openaire-
h2020-factsheets
FAQs
35 (5 new in 2019)
2814 hits/month
www.openaire.eu/faqs
USECASES
7
1005 hits/month
www.openaire.eu/use-cases
Askaquestion
280 in 2018
264 in 2019
www.openaire.eu/checklists
www.openaire.eu/support

4. Guides
30Guides
4070 Hits/month
www.openaire.eu/guides

5. Toolkit for policy makers on Open Science
• OS Policy Checklist for Research Funding Organisations
www.openaire.eu/open-science-policy-checklist-for-research-funding-organisations
• OS Policy Checklist for Research Performing Organisations
www.openaire.eu/open-science-policy-checklist-for-research-performing-organisations
• Model Policy on OS for Research Funding Organisations
www.openaire.eu/model-policy-on-open-science-for-research-funding-organisations
• Model Policy on OS for Research Performing Organisations
www.openaire.eu/model-policy-on-open-science-for-research-performing-organisations
Recent published OS guides

6. ARGOS - a collaborative workspace for delivering DMPs
https://www.openaire.eu/argos-guide
New service guides

7. USE CASE NARRATIVES WITH SCENARIOS OF
OPEN SCIENCE SERVICES OFFERED BY OPENAIRE
2 new national infrastructure focused
(Portugal and Croatia)
Use cases published in 2019 – 7 in total (2 recent + 2 in the pipeline)
7
Use Cases
1005
Hits/month/usecase
8904
Overview page

8. Trainingactivitieshighlights
OpenAIRE-Advance GA | Paris | Dec. 9, 2019
35webinars,1479attendees
32nationalwebinars,2793 attendees
WEBINARS
AllNOADshosted198trainingevents
22train-the-trainerevents.
NOADs
Communityofpracticefortraining
coordinatorsandmanagers
COMMUNITY
OF PRACTICE
8
67 webinars, 4272 attendees
OAW webinar series
+ national webinars
198 training events attended
(face-to-face). Train-the-trainer
events with 609 OS trainers.
50+ members from major research
and e-infrastructures in Europe,
Australia + carpentries in the US

9. Training KPIs
2018 2019
OpenAIRE-Advance GA | Paris | Dec. 9, 2019
Training relevance and Effectiveness – KPIs Values for
M1-M24
# of training events per country 198 (+90)
# of training events at EU level 29 (+9)
# of trainers trained 431 (+276)
# of attendance and rate for all events 9723 (+5141)
# of respondents in online user satisfaction
questionnaire (sample)
1129 (+659)
Training relevance and Effectiveness – KPIs Values for
M1-M12
# of training events per country 108
# of training events at EU level 20
# of trainers trained 155
# of attendance and rate for every event 4582
# of respondents in online user satisfaction
questionnaire (sample)
470

10. Pending tasks:
Successive delays of the new
layout of the factsheets
No services video tutorials
produced yet
No more checklist to be
produced (goal changed)
OpenAIRE-Advance GA | Paris | Dec. 9, 2019
 All WP4 annual task plans are available via the box (WP4 folder)
 WP deliverables and milestones were achieved and delivered
D4.3 (services use cases) under
revision asked by the reviewers

11. What comes next
MORE USE CASES
New service use cases
(e.g. 15 in total)
NEW FACT SHEETS LAYOUT
… finally for fact sheets, plus
new subject/service fact sheets
NEW SUPPORT RESOURCES
Create online courses (OS and
services) and video tutorials
+
Integration of relevant support
resources in the dashboards and
products + EOSC catalogue
Group guides (OS, RDM,
Services)
…
OpenAIRE-Advance GA | Paris | Dec. 9, 2019 11

12. Supporting and engaging with communities
https://www.openaire.eu/cop-training https://www.openaire.eu/provide-community-calls

13. Thank you!
PedroPrincipe,PaulaMoura,AndréVieira,IrynaKuchma
pedroprincipe@sdum.uminho.pt