1. A new movement within SURFnet
Reaching the end-user
A new movement within SURFnet
Brussels, 5 March 2004
Sandra Passchier
Manager Community Support
SURFnet

2. Community Support
New SURFnet department since September 2003

3. Before Account Management Institute: Contact Person (150) End-user
(750,000)

4. After Account Management + Community Support Institute: Contact Person
(150)
End-user
(750,000) (+ Communication Department corporate communication)

5. 10% of the end-users
are aware that they
use SURFnet

6. Tasks Increase use and awareness
Finding out what the needs and wishes are
Determine (new) services
Knowledge dissemination
Support institutes in their communication

7. How
User surveys
Web portals
Workshops
Home office support
and more…

8. User surveys An annual user survey Insight in:
use of computer / internet
home office
awareness SURFnet
use of SURFnet services
wishes and demands for (future) services
Qualitative surveys in smaller groups

9. Web portals

10. Web portals (2) Themes: authentication and authorization security
group communications
network infrastructure
streaming
home office
search and find

11. Workshops
SURFnet Video Portal
Group communication

12. Home office Cookbooks Best practices Security awareness campaign
SURFkit

13. SURFkit

14. Security awareness campaign www.laatjenietpakken.nl

15. And more… Brochures Promotion material Student portal (www.student.nl)
SURFnet Detective
Community Building
…. ideas?