New Statistics Sheet

Hello,

Starting in FY19 (which began on July 1st), we will be collection statistics for Computer Help 1-on-1. Computer Help 1-on-1 statistics is meant to capture how many times staff are assisting customers in computer/digital literacy. Much like the language stats, you would document these encounters twice: once under the Computer One-on-One Column and then again under the Reference Questions column on the statistics sheet.

Below is a longer explanation of the new statistics provided by Government Affairs Liaison Mary Hammond:

Computer Help - 1-on-1: This purpose of this category is to capture how many times we are assisting customers in computer/digital literacy. These encounters will also always be counted under "Reference Questions".

• "Computer Help 1-on-1" involves the "how": How do I log on? How do I print? How do I download? How do I set-up a username? How do I set-up an account? This type of question is recorded as "Computer Help 1-on-1" and "reference question".
• Computer-related reference questions would be those associated with "where" or "what": What's a good site for recipes? Where's the online Houston Chronicle? Where's information on genealogy? This type of question is recorded as a "reference question" only.

Example: A customer comes in wanting to know how to check on their tax return and they don't know how to do a search for the IRS.

• Showing them how to do an Internet search is a computer/digital literacy interaction ("Computer Help - 1-on-1" count) and a reference question.
• Showing them how to set up an account (i.e., specific account, email) is a computer/digital literacy interaction ("Computer Help 1-on-1" count) and a reference question.
• Informing them about Internet safety is a reference question but not a "Computer Help 1-on-1" count.
• Advising them of where to search for tax information is a reference question but not a "Computer Help 1-on-1" count.

The new statistics sheet has been uploaded to the blog. It can be found here. (Please note that since it is on OneDrive that you might have to sign in to access and print the document.)

If you have questions and concerns, please let us know.

Thanks,

MR