NDLI: SuperGeek: trying to change the way we interact with client contact

Please wait, while we are loading the content...

The many benefits of cultivating a community among IT staff

Analyzing usage in a large coursecasting service: issues & strategies

The care and feeding of a Moodle campus

The evolution of a flexible classroom

The A.R.T. of content management training

A centralized approach to managing a large student staff

A Wiki: one tool for communication, collaboration, and collection of documentation

We use technology, but do we use technology?: using existing technologies to communicate, collaborate, and provide support

Sustaining a student program through collaboration and communication

Winning all around, providing a help desk service point at the learning commons

Getting iTunes U at Ithaca College up and running!

Collaboration with IT & cops for emergency communications

The importance of emotional intelligence

Teaching with information and communication technologies: preliminary results of a large scale survey

Instructional technology outreach and metrics: building a bridge

Proudly ITS: documenting the history of ITS @ UNB

Web Based Computer Lab Imaging with Grimiore

Establishing and delivering training for the Zimbra collaboration suite

Technology consultants: a successful generation of student staff

Low TCO and high-speed network infrastructure with virtual technology

Seven steps to a better desk side manner

Experience with the educational ICT environment in Kyushu University

You want us to support WHAT?!? negotiation, delivery and cultivation: the gateway to excellent service deployment

How to conduct a needs assessment study on training and documentation

Building an IT community at Louisiana State University: collaboration and partnership strategies

Greening your computing technology, the near and far perspectives

Status of a digital life and learning program

Image baby image, reloaded!: automating vista deployment

Thin clients: make them work for you

Classrooms in the cloud: Adobe Connect Pro in the Penn State learning community

Automated lecture recording system with AVCHD camcorder and microserver

Personality-aware interfaces for learning applications

Google this!: using Google apps for collaboration and productivity

Student staff: a village philosophy

Pump up the jam!: tips and tricks to motivate you and your staff

Collaborating outsourcing of the IT help desk

Developing a service catalog for higher education information technology services

Virtualization of windows desktop applications

Reduce pressure on students and it services via software-vendor programs and hosting

A casual teaching tool for large size computer laboratories and small size seminar classes

Distribution to multiple platforms based on one video lecture archive

Information security training: what will you communicate?

Measuring wireless network success: an analysis of a University in Ohio

Non-technical keys to keeping your personally identifiable information PII risk mitigation project on track

Frontline support at Princeton University: a centralized and decentralized approach

If we build it will you come?

Protecting intellectual property and sensitive information in academic campuses from trusted insiders: leveraging active directory

Deploying PGP whole disk encryption in Mac OS X

After the class: informal training support through the Penn State technology training community

Adobe Presenter, Microsoft PowerPoint, and Blackboard Vista: tools that work together for creating and presenting online instructional content

Read all about it!: help desk newsletter informs and enlightens organization

Making help desk training interactive and interesting for student technicians

Using teams to build a campus communications portal

Introduction and management of inter-campus learning assistant system for distributed campus

Student consultant achievement program for training and performance management

SuperGeek: trying to change the way we interact with client contact

RDF, Jena, SparQL and the 'Semantic Web'

Desktop data management and security

SuperGeek: trying to change the way we interact with client contact

Content Provider	ACM Digital Library
Author	Carman, Sarah
Abstract	This paper will look at how the Client Services area within York University's Computing and Network Services is trying to change the way we interact with clients without losing the quality of the contact. We are trying to reduce the number or easily answered questions with easy to find answers. As of May 2008, we have started to use a new interactive website to reach our clients and cut down on overall person hours spent answering routine questions. Before May 2008 we were interacting with our client base via phone and email. Now we have implemented something we like to call SuperGeek. It is a database of frequently asked questions and answers that can be easily queried through our website. In this paper I will describe the process we followed in setting up the SuperGeek database, and our evaluation of how well SuperGeek is meeting our goals. Specifically, did SuperGeek decrease the number of phone and email interactions we had with clients? Did the number of person hours spent on setup offset the cost savings and effectiveness of the system? Is it really working to meet our clients' needs? I'll also take a look at SuperGeek from a student's point of view, and review what we liked, did not like, and the struggle to keep to our scope of computer related questions pertaining to our students and our institution.
Starting Page	257
Ending Page	260
Page Count	4
File Format	PDF
ISBN	9781605584775
DOI	10.1145/1629501.1629548
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2009-10-11
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Intelliresponse Supergeek
Content Type	Text
Resource Type	Article

Central Library (ISO-9001:2015 Certified)
Indian Institute of Technology Kharagpur
Kharagpur, West Bengal, India | PIN - 721302

See location in the Map
03222 282435
Mail: support@ndl.gov.in

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