The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research

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dc.contributor.authorKumuthini, Judit
dc.contributor.authorZass, Lyndon
dc.contributor.authorPanji, Sumir
dc.contributor.authorSalifu, Samson P
dc.contributor.authorKayondo, Jonathan K
dc.contributor.authorNembaware, Victoria
dc.contributor.authorMbiyavanga, Mamana
dc.contributor.authorOlabode, Ajayi
dc.contributor.authorKishk, Ali
dc.contributor.authorWells, Gordon
dc.contributor.authorMulder, Nicola J
dc.date.accessioned2020-01-08T09:28:17Z
dc.date.available2020-01-08T09:28:17Z
dc.date.issued2019-12-30
dc.date.updated2020-01-05T04:13:31Z
dc.description.abstractAbstract Background Currently, formal mechanisms for bioinformatics support are limited. The H3Africa Bioinformatics Network has implemented a public and freely available Helpdesk (HD), which provides generic bioinformatics support to researchers through an online ticketing platform. The following article reports on the H3ABioNet HD (H3A-HD)‘s development, outlining its design, management, usage and evaluation framework, as well as the lessons learned through implementation. Results The H3A-HD evaluated using automatically generated usage logs, user feedback and qualitative ticket evaluation. Evaluation revealed that communication methods, ticketing strategies and the technical platforms used are some of the primary factors which may influence the effectivity of HD. Conclusion To continuously improve the H3A-HD services, the resource should be regularly monitored and evaluated. The H3A-HD design, implementation and evaluation framework could be easily adapted for use by interested stakeholders within the Bioinformatics community and beyond.
dc.identifier.apacitationKumuthini, J., Zass, L., Panji, S., Salifu, S. P., Kayondo, J. K., Nembaware, V., ... Mulder, N. J. (2019). The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research. http://hdl.handle.net/11427/30718en_ZA
dc.identifier.chicagocitationKumuthini, Judit, Lyndon Zass, Sumir Panji, Samson P Salifu, Jonathan K Kayondo, Victoria Nembaware, Mamana Mbiyavanga, et al "The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research." (2019) http://hdl.handle.net/11427/30718en_ZA
dc.identifier.citationBMC Bioinformatics. 2019 Dec 30;20(1):741
dc.identifier.ris TY - Journal Article AU - Kumuthini, Judit AU - Zass, Lyndon AU - Panji, Sumir AU - Salifu, Samson P AU - Kayondo, Jonathan K AU - Nembaware, Victoria AU - Mbiyavanga, Mamana AU - Olabode, Ajayi AU - Kishk, Ali AU - Wells, Gordon AU - Mulder, Nicola J AB - Abstract Background Currently, formal mechanisms for bioinformatics support are limited. The H3Africa Bioinformatics Network has implemented a public and freely available Helpdesk (HD), which provides generic bioinformatics support to researchers through an online ticketing platform. The following article reports on the H3ABioNet HD (H3A-HD)‘s development, outlining its design, management, usage and evaluation framework, as well as the lessons learned through implementation. Results The H3A-HD evaluated using automatically generated usage logs, user feedback and qualitative ticket evaluation. Evaluation revealed that communication methods, ticketing strategies and the technical platforms used are some of the primary factors which may influence the effectivity of HD. Conclusion To continuously improve the H3A-HD services, the resource should be regularly monitored and evaluated. The H3A-HD design, implementation and evaluation framework could be easily adapted for use by interested stakeholders within the Bioinformatics community and beyond. DA - 2019-12-30 DB - OpenUCT DP - University of Cape Town KW - Bioinformatics support KW - Genomics support KW - H3Africa KW - H3ABioNet KW - Helpdesk LK - https://open.uct.ac.za PY - 2019 T1 - The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research TI - The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research UR - http://hdl.handle.net/11427/30718 ER - en_ZA
dc.identifier.urihttps://doi.org/10.1186/s12859-019-3322-3
dc.identifier.urihttp://hdl.handle.net/11427/30718
dc.identifier.vancouvercitationKumuthini J, Zass L, Panji S, Salifu SP, Kayondo JK, Nembaware V, et al. The H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research. 2019; http://hdl.handle.net/11427/30718.en_ZA
dc.language.rfc3066en
dc.rights.holderThe Author(s).
dc.subjectBioinformatics support
dc.subjectGenomics support
dc.subjectH3Africa
dc.subjectH3ABioNet
dc.subjectHelpdesk
dc.titleThe H3ABioNet helpdesk: an online bioinformatics resource, enhancing Africa’s capacity for genomics research
dc.typeJournal Article
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