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SIGUCCS
2000
ACM
9 years 1 months ago
Training... A Key to Better Help Desk Consultants
The quality of student consultants and their development through training and education are major factors in determining long-term effectiveness of university Help Desk. To hire a...
Anna Maria Perez, Andrea J. Moore
SIGUCCS
2000
ACM
9 years 1 months ago
Where the Students Are...Computing Services at the Customer Source
Information and Access Technology Services at the University of Missouri-Columbia has long struggled with its physical location on the edge of campus. In my 20+ years of experienc...
Glenda E. Moum
SIGUCCS
2000
ACM
9 years 1 months ago
Automating Residence Hall Internet Signups
As colleges and universities are moving into the realm of providing Internet connections to the residence dormitories (ResNet), the local help desk is becoming the focal point for...
John R. Miller, Tom Peterson
SIGUCCS
2000
ACM
9 years 1 months ago
Remedial Help Desk 101 at Florida State University
The User Services division of the Office of Technology Integration is the "safety net" for computer support at Florida State University (FSU). Areas of support include t...
Diana Orrick, Jeff Bauer, Ernest McDuffie
SIGUCCS
2000
ACM
9 years 1 months ago
Knowledgebase Integration with a 24-hour Help Desk
The University of Pittsburgh's Computing Services and Systems Development organization is focused on the needs of the faculty and student population, totaling nearly 40,000 u...
Jay Graham, Brian K. Hart
IUI
2000
ACM
9 years 1 months ago
Procedure based help desk system
In this paper, we describe an outline of “Procedure based help desk system”. Preparing enough amounts of contents for help desk system is important for constructing an efficie...
Akira Takano, Yuko Yurugi, Atsushi Kanaegami
SIGUCCS
2003
ACM
9 years 2 months ago
Student workers: the heart of the help desk
Managing a Help Desk staffed with part-time student workers can be quite a challenge. However, it has been the experience of the Louisiana State University Office of Computing Ser...
Rachel Daigle
SIGUCCS
2004
ACM
9 years 2 months ago
Online solutions: looking to the future of knowledgeBase management
The Princeton University Help Desk KnowledgeBase (KB) is a searchable online information system that publishes Princetonspecific computer solutions to better serve the University ...
Annie Saunders
SIGUCCS
2004
ACM
9 years 2 months ago
Communities of practice: dare to share the knowledge
Communities of practice are not a new idea, but they are being looked at more closely as an important tool for learning and mastering knowledge challenges. Communities of practice...
Debbie Mojta
CSCW
2004
ACM
9 years 2 months ago
Behind the help desk: evolution of a knowledge management system in a large organization
This paper examines the way in which a knowledge management system (KMS)—by which we mean the people, processes and software—came into being and evolved in response to a varie...
Christine Halverson, Thomas Erickson, Mark S. Acke...
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