User Support

The need for user support Computers become ever more powerful The software that runs on them becomes ever more sophisticated GUIs have attracted ever more non-technical users The more features are in the software, the more expertise is required to solve users’ problems

Types of user support Help desk Help desk software Technical support Bulletin boards Newsletters and support articles On-line help Documentation

Help Desk 1 takes problems by phone, fax or ; solves it or passes it to an expert May be office hours only Large organisations provide 24 hour cover Single point of contact for technical queries Logs Users name and telephone number Version number of software Serial number of software (legal issues) Nature of enquiry Time and date of call Call Reference number

Help Desk 2 Many use an expert system knowledge base of FAQs Allows non-specialist help-desk staff for first line support (if not in database call can be passed on) New information added to software each time a call placed Some help desk software allows an operator can control user’s computer remotely

Help Desk 3 McAfee’s help desk software is a general purpose solution Provides answers Has a “helper application” to take over machine on the network Has a whiteboard facility for sharing problems with other help desk staff E.g. printer in F7 needs new drum Allows reports to be printed to ensure SLA’s are met

Technical support Exists to solve technical problems Usually staffed by specialists (people who have been involved in the writing of the software Staff often often have little idea of how the software is used in a real-world context Communication problems are frequent

Bulletin boards Electronic noticeboard accessed via a modem in terminal mode Allow users to read FAQ’s Largely now replaced by Web pages Newsgroups (Usenet)

Newsletters and support articles Produced by many software companies; typically contain tips, FAQs, articles and letters etc Computer magazines often contain similar articles

On-line help Provided by the software authors to aid to anyone learning a new software package; Often contains Indexes of topics / keywords Search facility Tutorial's More flexible than a printed 7manual

Documentation Users need different levels depending on how they are using the software and how expert they are Introductory tutorial Troubleshooting guide Development / reference manual

Question Each day a software house logs a large number of calls from its users to is support desk Describe how the support desk might manage these requests to provide an efficient service (3) Describe three items of information the support desk would require to assist in solving a users problem (3) The software house receives complaints from users that its support desk is providing poor service. Describe three reports that the software house could produce in order to combat the validity of the claim (3)