The document discusses common problems with help desks such as wasted potential of staff, inaccessibility, and recurring issues. It proposes a 3-pronged solution: 1) maximize staff potential by fostering collaboration and improving job descriptions, 2) increase accessibility through physical placement, virtual tools like Meebo and Skype, and a single phone number, and 3) help users help themselves through multimedia how-to guides on blogs and websites. These guides can be created inexpensively using free and low-cost screen recording, video editing, and graphic software. Contact information is provided for further assistance.

1. •

2. Introductions
The Proactive Front-line Help Desk
Management & Multimedia
Wes Christiansen
Student LAN Administrator & Help Desk Manager
Aaron Herd
Library Systems Manager

3. 3 Common Problems
• Wasted HR Potential
– “I dunno”
– Wasted Time
• Experts at YouTube, Tetris. Not helpful to users.
• Help Desk Inaccessibility
– No one there? Packed with people?
• Wasting time with recurring issues
– Solving the same problem all day, every day?

4. 3 Pronged Solution
I. Maximize HR Potential
II. Make the Help Desk accessible
III. Help users help themselves

5. Solution I
Maximizing HR
Potential

6. 3 Pronged Solution
• Foster Collaborative Environment!
• Improve Job Description
– Resume builder
– Opportunity to learn
– NOT a study job
• Delegate tasks
Example:
• Computer Lab Statistics

7. Solution II
Making the Help Desk
Accessible

8. Making the Help Desk Accessible
Examples of problems:
• The Help desk is empty. What now?
• Users “just dealing with it”
• Problematic “workaround solutions”

9. Making the Help Desk Accessible
Physical Accessibility
Help desk placement
• Put it in a common area
• Make it obvious

10. Making the Help Desk Accessible
Virtual Accessibility
• Free Tools!
– Meebo
– GrandCentral / Skype
– VNC for Faculty/Staff/Public computers
– Improve web presence

11. Making the Help Desk Accessible
• FREE!
• Can be inserted into any webpage
• Easy to use
www.meebo.com

12. Making the Help Desk Accessible
/
• Easy to set up
• Inexpensive ($100/year)
• Staff are accessible even when away from desk

13. Making the Help Desk Accessible
Single phone
number
GrandCentral
Help Desk- Help Desk- Aaron’s office Wes’s office
desk phone Skype phone phone phone

14. Making the Help Desk Accessible
VNC for Faculty/Staff/Public computers
• Virtual Network Computing
• Remote Assistance
• Take control (with permission)
• Facilitates Teaching

15. Solution III
Helping Users Help
Themselves

16. Helping Users Help Themselves
• Example of recurring issue:
– Replaced printers
• 450 students: each needed printers reconfigured!

17. Helping Users Help Themselves
Create a Strong Web Presence
With Blogs and How-to guides
• Blogs
– SJQ HelpDesk Blog
• Searchable
• Organized
• Focused on frequently asked questions
– Knowing-Stuff.com
• Easy to remember
• Directed at lay user
• Prevent issues through education
A

18. Helping Users Help Themselves
• Written How-tos
– Extremely helpful
– But sometimes:
• Long
• Easy to lose place
• Confusing
• Intimidating
• Depression
• Headaches
• Promote violence
C

19. Multimedia
How-To Guides

20. Multimedia Guides
• Use images!
– Help users find what they’re looking for
• Use screenshots of windows they will see
• PCs: Print Screen or PrtSc key
• Macs: Command + Shift + F4
• Video How-tos
– Much less confusing
– Appeal to visual learners
– Can be paused, fast-forwarded and rewinded
– Cheaper/Easier than you think
D E

21. Multimedia Guides
From http://www.law.utah.edu/helpdesk

22. Multimedia Guides
Video How-tos: Cost
Must haves:
• Screen Capture Software: FREE - $20
• Video Editing Software: $75 - $299
• Recommended:
• Microphone: FREE - $20
• Format Converter: $20 - $40
• Graphic Software: FREE - $90
E

23. Multimedia Guides
• Recording: Screen Capture Software
– CamStudio - ( camstudio.org )
• Records video of computer screen and audio live
• Editing: Sony Vegas Studio 8 Platinum
– $75 on Amazon.com
– Easy to learn
• Microphone
– Built-in Mics are iffy
– Decent headset mic: around $20

24. Multimedia Guides
• How do I get it out? Put this later
– Often needed to create Flash video (.flv)
– “On2 Flix Standard”: $40
– Youtube!
• Graphic Software
– Older versions of Photoshop
• May just be lying around
• Find online for between $5 - $100
– Paint.NET
• Free
• Effective
• www.getpaint.net

25. Multimedia Guides
Demo Time!
VEG

26. That Was Fast
Wait, what?
More information on how to make a
how-to video at:
www.Knowing-Stuff.com

27. Contact Information
Wesley Christiansen
christiansenw@law.utah.edu
Aaron Herd
herda@law.utah.edu
www.Knowing-Stuff.com
VEG

28. Thank You