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Covered in this presentation…
What’s a Help Desk?
Features of the Moodle structure
Suggestions for organizing categories
Templates for standardization
Guidelines for content
Search-ability of content
What’s the value?
Moodle manages content that is requested at different times
Frequently Asked Questions (FAQs)
In-depth orientation & training potential
Visual, textual, audible, interactive features
Enhances communication efficiently
What’s a Help Desk?
Source of information to end frustration and enable full functioning of task with little time wasted
A ‘learning moment’
Help Desk Features
FAQs for self help
Live interaction when needed
Ways to capture use statistics What questions are most frequent? Can we change this?
Gateway to additional help Google or company-specific Statistics to determine interest
Request Types
Set up a schema for types of requests Question - an inquiry rather than a problem that needs
to be solved Problem - an issue with your product or service that is
likely to be experienced by more than one user/customer Incident - occurrences of a problem that affects more
than one user Incident tickets are linked to a problem ticket when the problem ticket is solved all related incidents of that
problem are solved automatically Task - used to assign the ticket as a task to a specific
tech Includes a target date of completion
Request Priority
Low
Normal
High
Burner (Urgent) Can be based on user profile OR passage of time
since request was submitted
Recurring Issues
Moodle Perfect!
Pre-written instruction or answer to an inquiry that is asked frequently
Example: My password isn’t working….
Example: A Tech Portal & A User Portal
Company wants two resources, one for the employed techs, one for the end users/customers, dreams of a third one for guests (sees promotional value)
These would be parallel in terms of subjects
Content varies by role Tech is expected to have higher levels of familiarity End users require clarity and specificity Guests are end users with limited levels of access +
follow-up by staff
Example: How do I open a spreadsheet?
Through SEARCH, find your Moodle category for using Excel or Numbers or other software of choice
Include a lesson or unit indexed to opening or creating a spreadsheet Short video Short step-by-step words Short step-by-step audio Offer chat/message for personal support Add links to other tools that might help if more is
needed Include rating/feedback method to determine
satisfaction
Example: How To Use this Service
How To Use this Service When the Help Desk Guide You Best When to and How to Submit a Ticket When to Call the Techs for Live Help
Email Basics From Sending Mail to Archiving Mail
Security
Do It Yourself Trouble-shooting
Communication Entry Points
Users/customers/staff communicate by… Sending email Completing a support request form on your web
site/Moodle Telephone call Catching you in the hallway Text chat Tweeting Posting on Face Book page Moodle chat
Think of these as ‘channels’ feeding in for ‘Help”
What Content Categories?
Create a plan in outline form, including Every major component offered such as software
programs supported or online student learner services provided
Divisions for various user groups (techs, clients, guests)
Policy for create versus link to – what MUST be built internally?
Relate to the audience for whom material is offered
Consider an outline that can be expanded over time, and remain manageable
Content Considerations
Copyright and permissions
Updating
Privacy
When to create content instead of linking to it
Moodle Structure
Topical course structure
Social course structure?
Standard tools/resources Header block with topic, key words, date of last update Forum/discussion groups Chat Messaging
Create html blocks Most frequent question Featured courses/live-sessions
Templates
Standardize by creating templates for FAQs Orientation sessions In-depth courses Other, per your situation
Create flowchart(s) of the process(es) you will follow for providing responses Creating new documentation Reviewing statistics
The BIG Win
Documentation
In IT, in Project Management, in Grants Management, documentation is key….but not uniformly well done Cost of personnel Time Effort
Moodle can become the tool of choice for your organization
The BIGGEST WIN
Users can become self-sufficient, learning at a point of need
Better user skill means fewer support requests that require live intervention on repetitive or recurring questions
Providing a “knowledge base and a community platform” help users find solutions to problems independently That’s your Moodle!
Thank You
Mary M. RydeskyAnchorage Alaska www.transitionmanagement.uswww.akdistancelearning.net907-227-2393