NDLI: Bridging the gap with emergency operating procedures

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Bridging the gap with emergency operating procedures

Content Provider	ACM Digital Library
Author	Parkhurst, L. G.
Abstract	The Gap: Help Desk customers (faculty, staff, and students) thought Help Desk consultants were incompetent and did not know what was going on when the campus network experienced system outages. Communications between the Help Desk and customers was poor and reactive rather than proactive. These problems led to a poor perception of the entire Computing and Information Services department. Communications between the Help Desk and some systems groups was poor and this led to an adversarial and hostile relationship. As hostility increased, communications decreased. As communications decreased, Help Desk consultants were less able to serve their customers, and Help Desk consultants experienced increasing frustration, which was sometimes unprofessionally communicated to clients.The Bridge: We created Emergency Operating Procedures (EOP) to facilitate better communications among Help Desk consultants, technicians, and customers. The EOP empowers the Help Desk to declare emergencies and work with the systems groups and managers to solve problems and keep customers better informed. The Help Desk is now proactive and notifies customers about a problem before it happens (or soon after) rather than waiting for a customer to call the Help Desk to report a problem. The Help Desk is now perceived as a knowledgeable, central, and first point of contact when problems occur and communication is needed (sometimes involving all nine A&M colleges and universities across the state). Now, with better communications, feelings of hostility and frustration are almost nonexistent.This paper will describe Emergency Operating Procedures (EOP); how we implemented the EOP; what parts make up the EOP; what happens when we need to declare or escalate an emergency, and what we are doing to continually improve communications both internally and externally through the Computing and Information Services Help Desk.
Starting Page	129
Ending Page	131
Page Count	3
File Format	PDF
ISBN	1581133820
DOI	10.1145/500956.500988
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2001-10-17
Publisher Place	New York
Access Restriction	Subscribed
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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