pre session-survey

Pre Study - Mobile Usage and Support Solutions at Workplace

1. Consent Form

* 1. I understand that my responses will be kept strictly confidential. I give permission for members of theresearch team to have access to my anonymised responses. I understand that my name will not be linkedwith the research materials, and I will not be identified or identifiable in the report or reports that resultfrom the research.

I give permission to the researcher to make use of the data collected from me for future research.

I agree to take part in the above research project.

For more information please access www.[removedfromthisversion]/yourspace

Agree

Disagree


2. General Information

* 1. Please input the ID assigned for this survey.ID

* 2. Education:

Primary

Secondary

Post-Secondary

Under Graduate

Graduate Master

Doctoral Level

* 3. What is your first language?

Other (please specify)

Turkish

Bulgarian

Hungarian

Greek

English

Maltese

Italian

French

German

Arabic

Chinese

Swiss

Korean

Thai

Persian

Vietnamese

Urdu

* 4. Gender

Male

Female

Prefer not to say

* 5. What age group are you in?

* 6. Which of the following best describes your employment or student status?

Working full time paid employment (35 or more hours per week)

Working part time paid employment (less than 35 hours per week)

Self employed (35 or more hours per week)

Self employed (less than 35 hours per week)

Casual employment

Other form of paid employment

Not currently in paid employment

Studying full time

Studying part time

Working full time paid employment and studying part time


* 7. Describe your current Job or Course:

* 8. How experienced do you think you are when it comes to using a smart mobile device?

1 (Very Inexperienced)

2

3

4

5 (Very Experienced)

* 9. In a typical week, about how many hours do you spend using a desktop computer?

0

1 to 3

4 to 6

7 to 10

11 to 15

16 to 20

20+

Information related to mobile device.


3. Type of Mobile

* 1. What type of Mobile Device do you have? (Tick all that apply)

SmartPhone (Example: Android, Iphone, Windows phone 7)

Tablet (Example: iPad, Samsung Galaxy Tab)

Netbook (Mini Laptop)

Normal Phone without SmartPhone Features

* 2. What brand or platform is your Mobile? (Tick all that apply)

Smartphone Iphone

Smartphone Nokia

Blackberry

Android

Windows Phone


Information on how you use your mobile device. For this study the device can be a normal devicewithout smart features, smart mobile phone or tablet.


4. Mobile Usage

* 1. How many hours a week do you spend doing the following activities?

0 1 1 to 3 4 to 6 7 to 10 11 to 15 16 to 20 20+

Using email through your SmartphoneMobile device.

Using email through your desktopcomputer.

How many hours a week do you spendsocializing with friends using yourSmartphone Mobile device excludingtext and calls.

How many hours a week do you spendsocializing with friends using yourdesktop computer.

How many hours a week do you spendpurchasing using your mobile device?

How many hours a week do you spendpurchasing using your desktopcomputer?

How many hours a week do you spendreading eBooks or journal papers usingyour mobile device?

What other activity do you do using your mobile device (please specify)

* 2. If you want to discuss with someone about a personal matter and you cannot discuss face to face,what are you most likely to use?

1 - notlikely 2 3 - mid 4

5 - verylikely

Phone Call via home phone

Phone call via own mobile device

Text (SMS) via mobile phone

Email using desktop computer

Email using a mobile device (iPhone, androids, blackberry, iPad, minilaptop, and similar))

Social Network (e.g. Facebook/yahoo chat/skype/ other online chat tool) ondesktop computer

Social Network (e.g. Facebook/yahoo chat/skype/ other online chat tool) onmobile device

Skype

WhatsApp



5. Mobile Usage Continued

* 1. What do you do with your mobile device ?

N/A 1 - less likely 2 3 - mid 4 5 - most likely

Text/SMS

Phone Calls

Email

Calendar

Multiplayer games(playing at the sametime via internet)

Individual player games

Entertainment (e.g. TVguide, iBeer, Phonetracking)

Utilities (e.g. translators,sleeptalk recorder,Alarm, torch, batterycheck)

Social Networking (e.g.Facebook, whatsapp,Twitter, skype)

Music (e.g. Radio,download music,Shazam, Magic Piano)

Productivity (e.g.Dropbox, iTranslate,shopping list, to do list)

Lifestyle (e.g. eBay,Amazon, onlineshopping /supermarket)

References (e.g. googlesearch, bird search,wikipedia, dictionary)

Travel (e.g. train time,route planner, googleEarth)

Sport (e.g. sport news)

Navigation (e.g.TomTom, parking, planefinder, Navfree)

Health and Fitness (e.g.calories counter, abworkout, BMI calculator)

News (e.g. BBC news,e-newspaper)

Photography (e.g.Adobe Phtoshop, Photoeditors)

Finance (e.g. accounttracker, e-banking)

Business (e.g. Office,bar code reader, jobfinding app)

Educational apps

Books

Medical (e.g. medicalencyclopedia, drugs andmedications, Vision test,period calendar, weightloss)

Download Music(example itunes onmobile)

N/A 1 - less likely 2 3 - mid 4 5 - most likely

* 2. Which one of the following applications you use the most for your work (on mobile device ordesktop/laptop)?

None of the

listed 1 - not likely 2 3 - mid 4 5 - most likely

Skype

Facebook

WhatsApp

Viber

Twitter

Bump

Linkedln

Windows LiveMessenger

Google Circle

Google Talk


* 3. Which one of the following applications you use the most for personal communications (on mobiledevice or desktop/laptop)?

None of the

listed 1 - not likely 2 3 - mid 4 5 - most likely

Skype

Facebook

WhatsApp

Viber

Twitter

Bump

Linkedln

Windows LiveMessenger

Google Talk

Email


Think of an experience that you encountered while using smart mobile device and you needed tocontact support. If you have no experience when using your smart mobile device try to recall anexperience when using computer/laptop. This should include both major problems such assmartphone related problems or application crashes, and minor issues such as a program notresponding the way that you need it to.


6. IT Support

* 1. When you require IT support what is the first thing you do? (You may choose more then one answeraccording to preference)

1 (Lowest) 2 3 4 5 (Highest)

You call support usinga telephone or mobile.

You send an emailrequesting support.

You walk into thesupport section and askfor help.

You fill in an onlineform with all informationrelated to your problem.

You ask a friend orwork colleague to helpyou out. He/she maynot be part of the ITsupport team.

Search the internetusing your favoritesearch engine.


* 2. How long do you have to wait before an IT support representative is available?

Less than 1 minute

1 to less than 3 minutes



10 minutes

30 minutes

1 hour

4 hours

1 day

2 days

3 days and more

* 3. How satisfied are you with IT customer support techniques adopted by your company or university?

Very satisfied

Somewhat satisfied

Neutral

Somewhat dissatisfied

Very dissatisfied

* 4. If your problem was not resolved, do technical support representatives offer to follow-up after the call?

Yes

No

* 5. Rate the IT technical service representative on the following attributes.


Responsiveness

Professionalism

Politeness

Knowledge of theproblem

Efficiency in solving theproblem

Manner of handlingfollow-up questions

Think of an experience that you encountered while using your smart mobile device. If you do notrecall an experience when using a smart mobile device you may refer to a problem related to yourcomputer/laptop. This should include both major problems such as smart mobile device orapplication crashes, and minor issues such as a program not responding the way that you need itto. Think of anything that frustrated you


7. About the Problem

* 1. What software or app did the problem occur in? If the problem was on your smart mobile device,please state the program that you were using when it occurred.

* 2. On a scale of 1 (not very important) to 5 (very important), how important was this task to you?


Task

* 3. How did you ultimately solve this problem? (please check only one)

I knew how to solve it because it has happened before

I ignored the problem or found an alternative solution

I figured out a way to fix it myself without help

I was unable to solve it

I asked someone for help.

I tried again

I consulted online help or the system/application tutorial

I restarted the program

I consulted a manual or book

I rebooted

I went to a mobile phone support outlet (eg. Apple Store)

* 4. Please provide a short step by step description of all the different things you tried in order to resolvethis incident.

* 5. How often does this problem happen? (please check only one)

more than once a day

one time a day

several times a week

once a week

several times a month

once a month

several times a year

first time it happened

* 6. How did you feel?


angry at the device

angry at yourself

helpless/resigned

determined to fix it

neutral

* 7. How many minutes did it take you to fix this specific problem?

5 mins

10 mins

30 mins

1 hour

2 hour

3 hours

1 day or more

* 8. Other than the amount of time it took you to fix the problem, how many minutes did you lose becauseof this problem? (if this has happened before, please account only for the latest time lost; e.g. time spentwaiting or replacing lost work).

* 9. Until this problem was solved, were you able to work on something else?

YES

NO

For the following questions please choose the number that best corresponds to your feelings.


8. About your feelings at the moment.

* 1. Smart mobile devices make me feel:

1 (Very Uncomfortable)

2

3

4

5 (Very Comfortable)

* 2. When you run into a problem on the smart mobile device or an application you are using, do you feel:

1 (Anxious)

2

3

4

5 (Relaxed/Indifferent)

* 3. When you encounter a problem on the smart mobile device you are using, how do you feel about yourability to fix it?

1 (Helpless)

2

3

4

5 (Confident I can fix it)

* 4. When there is a problem with your smart mobile device that I can't immediately solve, I would stickwith it until I have the answer.

1 (Strongly Disagree)

2

3

4

5 (Strongly Agree)

* 5. If a problem is left unresolved on your smart mobile device, I would continue to think about it afterward.

1 (Strongly Disagree)

2

3

4

5 (Strongly Agree)

* 6. Right now, how satisfied with your life are you?

1 (Very Unsatisfied)

2

3

4

5 (Very Satisfied)

* 7. How often do you get upset over things?

1 (Not Very Often)

2

3

4

5 (Very Often)

* 8. Right now, my mood is:

1 (Very Unhappy)

2

3

4

5 (Very Happy)


9. Smart Mobile Status Bar Visual Icon Test

For the following questions refer to the image below. Go through the mobile status bar normally found atthe top part of the screen of your smart mobile device (Image Title: Screen Shot of typical mobile statusbar)

1. Match Icons With Description: (Some may refer to more then one ICON)

1 2 3 4 5 6 7 8 9 10 11

WIFI

3G

Bluetooth

Synchronisation

SIM Card

GPS

Error

USB

Time

Battery

* 2. Describe the action you are expected to take with respective Icons.WIFI

SIM CARD

GPS

ERROR