Running an EMu Help Desk

Lee-Anne RaymondMuseum Victoria

4th Australasian EMu Users Meeting 2005

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

Help Desk - who needs it?

EMu Users

Photographer: Adrian Flint  Source:MV

Help Desk - what do users need?

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

Call triple 0!

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

Huh?

The issue is not clear

Don’t go there

OK, but only if you say “please”.

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