User support activities involve a two-way flow between end users and the Access function. They include both reactive and proactive tasks, including training.

User Support is not a formal OAIS function, but is implicit in the part of the model indicating a two-way flow between end users and the Access function.

User Support is such a significant part of the UK Data Archive's activities, that is explicitly considered part of our own functional model. User Support, as opposed to Access (including 'Access support'), involves offering guidance, resources and training to end users i.e. those downloading and using archived data, be it for research, teaching or student projects.

'How to set up an run a data service' workshop presentation

Supporting Users (July 2013)

Skills for user support staff

The following may be viewed as important skills for user support and training staff:

• experience in the secondary analysis of large and complex datasets, preferably including one or more of the key data series currently held by the organisation
• familiarisation with a range of computing environments and statistical analysis software e.g. SPSS, Stata
• the ability to deal with multiple priorities and to juggle competing demands from many users
• the ability to examine dataset documentation and data files in order to investigate queries about dataset suitability and dataset content

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