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Running an EMu Help Desk

Running an EMu Help Desk. Lee-Anne Raymond Museum Victoria 4th Australasian EMu Users Meeting 2005. MV Overview – Stat!. 3. 3 main Collection Departments 20 Disciplines 50 Sub-Disciplines 220 EMu Users >1117000 records in the Catalogue 15 remaining migrations (only 200 odd more to go).

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Running an EMu Help Desk

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  1. Running an EMu Help Desk Lee-Anne RaymondMuseum Victoria4th Australasian EMu Users Meeting 2005

  2. MV Overview – Stat! 3 • 3 main Collection Departments • 20 Disciplines • 50 Sub-Disciplines • 220 EMu Users • >1117000 records in the Catalogue • 15 remaining migrations(only 200 odd more to go) 20 50 220 1116000

  3. MV EMu Help & Support MV EMu Team 5 MV IT EMu Support 2 KE Support • MV Collections, Research & Exhibitions • MV Information, Multimedia & Technology • MV EMu Team • MV IT EMu Support • KE Support

  4. Help Desk - who needs it? Photographer: Adrian Flint  Source:MV EMu Users

  5. Help Desk - what do users need? • Support!

  6. Types of Requests • Basic – “I’ve forgotten my password” • Access – network or remote • Permissions & defaults – complex to simple • Reports creation/modification • EMu & Crystal Training • How to...? – query; insert; group; view; sort; report etc. • “Weird”: error messages • “Missing”: data; field; function; EMu! • “Incorrect”: data; display; result • Changes to: data; display; function; design To list a few…

  7. FAQ the Help Desk? Same to you. • How have we extended and supported the help desk? • User Manuals- discipline specific - module specific- generic • How to…? (FAQ) Documents- create groups- create sorts - create views- create excel reports And more…

  8. 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.

  9. 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.

  10. MV’s EMuHelp Model – email based EMuUser emails a request EmuHelpDesk Team receives request EMuHelpDesk responds to user and closes request MV IT EMu Support or KE Support contacted by EMuHelpDesk EMuHelpDesk Team member handles request or refers it on • Simpler

  11. MV’s EMuHelp Model – web based EMuUser posts a requestvia the intranet EmuHelpDesk Team checks Hardcat requests EMuHelpDesk responds to user & closes the request MV IT EMu Support is referred via Hardcat or Ke Support contacted by EMuHelpDesk EMuHelpDesk Team member handles the request or refers it on • Still Simple

  12. Call triple 0!

  13. Help Desk: what we want it to achieve • Improve user acceptance • Develop user skills • Report stats on the system and its use • Highlight system improvements • Monitor system performanceAnd overall… • Make it easier and clearer for everyone

  14. Huh? • The issue is not clear

  15. Don’t go there • OK, but only if you say “please”.

  16. It’s an education • We learn too. 16 emails later… we worked out … The system allows data to be entered without alerting the User, space is no longer available. “The EMu [was] eating….data.”

  17. Conclusion • Know you are needed • Apply a process that fits your communication structure • Keep the process simple, clear and closed • Consider a business system • Suit yourself • Develop a launch plan and run with it • Build on Help Support for the helpdesk • Provide self help tools for your users • Maintain a sense of humour

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