Help Desk

by J.D. Shipengrover

When I talk about internal support, I am referring to the group of people that exists to help the rest of the company with its computers, printers, network connects, and the like. This is often called a Help Desk. You know who I mean. The people you call when your e-mail doesn't work, your network connections fail, your printer spits out only yellow text, and your mouse mysteriously disappears from your desk.

OK, so we know who Internal Support is. Now, what type of site do you want to put up that deals with what they do?

In reality, Internal Support has two separate audiences. There are the support people themselves, who (having been one for a brief period) speak their own language. And then there are the people they support who (being one of these now) also speak their own language. So, how do you build something that works for both? Honestly, I don't think you do. I think you have to decide who you are building for and then go from there. This article will cover some basic information that would interest the Help Desk's "customers."

Who should build it?

In my experience it is best to let the Help Desk folks build their own internal support site. They know what they need, and they, usually, have the skills to do it themselves. However, one thing the Help Desk is not always good at is expressing help, in a written format, to the people they support. (Ironic if you think about it.) But nonetheless, that has been my experience.

What you can put up quickly and simply.

1. FAQs or Frequently Asked Questions
2. Phone numbers and contacts
3. Procedure documents
4. Forms

FAQs

FAQs are a good, no nonsense way to get information out on the Web. The key with FAQs is to keep them current and well organized. One big FAQ that covers all questions isn't very effective. Break it down into understandable topics. Also, always have a place where a user can e-mail a question that may not be on the FAQ. Then, keep track of these questions as possible expansion topics for the FAQ section.

Phone numbers

If you have a large support desk, put up the names and numbers of the people who work the desk. Mention any specialties each person has. Some places even put up pictures of the help desk folks. (Some think this is cheesy; others feel it personalizes the site--whatever you prefer or fits your corporate culture.)

Procedure documents

Another good thing to put up is procedure documents. Here, I mean simple "how-to" documents that outline the steps for getting something done. (Don't confuse this with giving out technical information on how to fix something. In my mind, that is completely different.) For example, some good procedure documents would be:

• How to request new computer equipment
• How to request that your computer be fixed
• How to request extended network access

Of course this depends on how large your business is and how organized its operations area is. This may be the excuse your company needs to build these procedures.

Entry forms

Finally, on a slightly more advanced note, use forms people can fill out online. Depending on how you set up your forms on the back end, you can use them to track what people are doing and asking. Also, I think there is a user perception that forms are more "real" or "official" than simply sending an e-mail. Some simple forms you can put together are:

• Simple inquiry or question form
• Problem report. Allow users to enter network, computer workstation, server, and printer…etc. problems on-line. Keeps them off the phone and the form can make sure the appropriate questions are answered before it is submitted.
• Requests. For example, the procedure documents can be built into a Web form so requests can be submitted on-line.
• Feedback. Give users the opportunity to tell you how the site is working and what else they would like to see.

For more information about how to create forms in NetObjects Fusion, click here.

Remember that FAQs, phone numbers, procedures, and forms are your best bet at starting a fully functioning internal support intranet section.

The next step is to put up some simple, straightforward help-desk information so other departments in your company can easily unjam their own printers (and other relatively simply technical tasks), leaving the Help Desk free to hunt down the culprit who stole your mouse. (Don't laugh this has happened to me :)

About the author

JD Shipengrover has been in the Intranet developing business for over four years, including building a worldwide Intranet for CompuServe Inc.'s Customer Services department, (A project on such a large scale it took 2 years to complete!) Currently, she consults at BMW Financial Services, designing several Intranets for their dealer networks. She also teaches Web Site Design at a Columbus State Community College and has a BA in Journalism.

Illustration: Man looking over workers by Robin Jareaux at Artville