SMS-ing Your Feedback - A Successful First Trial
Using SMS as feedback offers students starting experience in wireless computing, provide alternative technology to gather immediate feedback at events and improve work systems

180 Faculty of Medicine graduates who attended the House Officer training (April) were asked to submit their feedback on the programme via SMS (Short Messaging Service), which was on a trail run provided by local wireless applications provider, AirGateway Pte Ltd using their mFeedback product suite. At the training session (MD 11 Auditorium), where 80 per cent of the graduate participants owned a mobile phone, 70 per cent of the students successfully sent in their responses via SMS to the five questions in the feedback form.

Benefits

The trial, conducted by IT Unit, Faculty of Medicine, was aimed to explore more ground on mobile computing. According to studies done, although the concept of module computing is generally well-received among students, ownership of Pocket PCs among them is low. SMS, already operating on a proven, popular, widely-accessible and interactive platform, namely the mobile phones, can offer students a greater starting experience in wireless computing.

Secondly, this trial also aimed to explore other cost-effective technology that allows immediate feedback from event participant at various NUS LTs, auditoriums, etc. Compared to previously where participants used an electronic writing tablet installed at the LTs or auditoriums (involving expensive wiring work), SMS is expected to provide the better alternative.

Another significant advantage of using SMS technology for feedback in such events is that work systems can be much improved - event organisers/staff do not need to manually enter the data from the feedback forms before tabulation. In this way, a lot of time and effort is saved allowing staff members more time to devote to providing better service and higher quality training programmes. Results of the feedback are also immediately available for analysis and reference.

Using SMS for feedback also allows event participants to SMS their responses at anytime, anywhere. Event organisers have an immediate idea as to the success of the programme having received prompt responses from attendees. To test the viability and reliability of the system, at the training sessions, participants were asked to submit their feedback within 20 minutes. Many were able to submit their feedback within the stipulated timeframe, although having a longer timeframe for submission is obviously the best way to harness the power of SMS. Several participants took advantage of the ease of submission of feedback via mobile phones and SSM-ed their responses the next day after the training.

Design of the feedback questions proved to be very important in determining how well the participants were able to complete the exercise and keep technical errors to a minimum. Instructions on how to enter their feedback on the mobile phones provided in a sheet of paper to participants and these took on a very simple format for easier entry.

Network Provider capability is crucial for SMS feedback to be successful. The signal strength was found to be weak in the auditorium where the training was held. Several participants had a 'no network' indication on their mobile phones, in which case organisers have to be prepared to offer an alternative for the participants to do their feedback.

How-it-works

• The participants were given a set of simple instructions on paper on how to send their feedback ratings via SMS. For example, Relevant of Topics, key in 1- 5 (higher number being More Relevant) ………
• The participants read the first question, before sending their reply.
• The second question will be sent as a SMS to the participants to prompt him/her to continue his/her feedback response.
• The participants' responses are entered into the system, and a report is then generated and accessible via a web browser in real-time.

All in all, the organisers were encouraged by the result of the exercise. Mid-way through the exercise, they were already able to read the online report generated for immediate review.

Despite this exercise being a first with participants, a big percentage of attendees were able to send their suggestions easily and immediately on how the training could be improved for future programmes.

This project is coordinated by Chang Hseuh Fun, Manager (IT), CITA Medicine.