In
this paper user support in the context of CARNet (Croatian Academic
and Research Network) online database service will be discussed.
The service has more than 2100 registrated users, who are mostly
unfamiliar with computer communications and database searching.
Several aspects of user support are provided: first instructions,
FAQ, a help desk, brochures, online guides, training courses
etc. The paper includes an analysis of the questionnaires collected
from users through courses held during 1998 and 1999. A comparison
with server access statistics data has been made. The plans
for further service improvements and future development of user's
support will be discussed.
