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MV Overview – Stat!
3 main Collection Departments20 Disciplines50 Sub-Disciplines220 EMu Users>1117000 records in the Catalogue15 remaining migrations(only 200 odd more to go)
MV EMu Help & Support
MV Collections, Research & Exhibitions
MV Information, Multimedia & Technology
KE Support
MV IT EMu Support
2
MV EMu Team
5
MV EMu TeamMV IT EMu SupportKE Support
Types of RequestsBasic – “I’ve forgotten my password”Access – network or remotePermissions & defaults – complex to simpleReports creation/modificationEMu & Crystal TrainingHow to...? – query; insert; group; view; sort; report etc.“Weird”: error messages“Missing”: data; field; function; EMu!“Incorrect”: data; display; resultChanges to: data; display; function; design
To list a few…
FAQ the Help Desk? Same to you.
User Manuals- discipline specific - module specific- genericHow to…? (FAQ) Documents- create groups- create sorts- create views- create excel reports
And more…
How have we extended and supported the help desk?
A Potted History of MV EMu Help
In the Beginning – there was an “EMu Team” of two. (Supported by MV IT Support)
Evolution – More “EMu Team”, more users more data. (Supported by MV IT Support)
Progressive – EMu Team expands to 5. Many more migrations, users and much more data. (Supported by MV IT EMu Support)
Current – EMu Team is 5. Migrations, users and data increase. (Supported by MV IT EMu Support) *Implementing business helpdesk system centrally used in MV.
A Model of Help
One way to go.
This is from one North American University, it describes to helpdesk operators the internal processes they must follow.
MV’s EMuHelp Model – email based
Simpler
EmuHelpDesk Team receives request
EMuHelpDesk Team member handles
request or refers it on
MV IT EMu Support orKE Support contacted
by EMuHelpDe
sk
EMuUser
emails a request
EMuHelpDesk responds to user and closes request
MV’s EMuHelp Model – web based
EmuHelpDesk Team checks Hardcat requests
EMuHelpDesk Team member
handles the request or
refers it on
MV IT EMu Support is
referred via Hardcat orKe Support
contacted by EMuHelpDes
k
EMuUser posts a request
via the
intranet
EMuHelpDesk responds to user & closes the request
Still Simple
Help Desk: what we want it to achieve
Improve user acceptanceDevelop user skillsReport stats on the system and its useHighlight system improvements Monitor system performanceAnd overall…Make it easier and clearer for everyone
It’s an education
We learn too.16 emails later…we worked out …
The system allowsdata to be enteredwithout alerting theUser, space is nolonger available.
“The EMu [was]eating….data.”
Conclusion
Know you are neededApply a process that fits your communication structureKeep the process simple, clear and closedConsider a business systemSuit yourselfDevelop a launch plan and run with itBuild on Help Support for the helpdeskProvide self help tools for your usersMaintain a sense of humour