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Evaluation Team
03/23/05
present: Anne Gruel, Jennifer May, and Michael Bowman
minutes taken by Jennifer May

RT Follow-up survey
- Michael brought up the questions on the chat follow-up survey that would need to be changed/deleted for the RT follow-up survey:

• #15 - "what live chat tools?" decision to keep, but maybe change where it falls in the survey
• #18 - "choose one description of your interaction" change to something about responsiveness
• #19 - "helpful to look at and navigate web pages" only applicable to chat, delete
• #20 - "referred to your email transcript" only applicable to chat, delete
• #21 - What did you learn as a result of your chat session? reword
• #22 - "how long should it take to answer a question" change options to:
  • few hours
  • several hours
  • one day
  • two days
  • three days
  • four or more days

- Michael will make changes to html and send to all for review
- Need to know when to give the RT exit survey, include as a link in every email? as a pop up right after leaving L-net, they won't necessarily know how satisfied they are, their question hasn't been answered yet - Jennifer to ask Caleb

Marketing Questions
- Michael posed questions to Marketing Team, they are discussing this AM, Michael will email us with decisions

Teaser for Public Hearing
- Anne sent out a list to the group
- Caleb to choose teaser - Anne to email him again

Quarterly Report Review
Team reviewed the quarterly report, and currently have 2 recommendations:
1) Exit Survey Data - include in quarterly report:

• Jennifer pulled together #'s for 4 months (November 04-February 05) and will forward to group for their input
• Jennifer will go back further in time to see trends (make into line graphs) and at the end of March, will look at Jan-Mar data (in pie form) and give to Caleb for inclusion in Quarterly report
• Jennifer to work with Caleb on when in future he will need exit survey data - possibly have Caleb contact the team with he is creating his report - need to ensure we have enough time to get him the data...

2) Change format of L-net Activity (2003-2005) line graph - recommend making 2 different graphs:

• one showing trend from beginning of service at quarterly intervals (have it be one long graph, instead of different years stacked on top of each other, easier to see trends)
• 2nd graph shows current 12-months

Exit Survey
- Jennifer will make final changes this week and send to Caleb to make live...

Next Meeting
- TBA

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