Re: Service Problems?

["Harriet Zook" <hzook@xxxxxxxxxx>]

Same here, I usually have good assistance. But, I am also a nag. I periodically look at my open calls and contact them. If I have not heard back by the next day or so, I call back.


-----------------------------------
Harriet Zook
Catalog Librarian
University of the Pacific
McGeorge School of Law
Gordon D. Schaber Law Library
3282 Fifth Avenue
Sacramento, CA 95817
916-739-7165
916.739.7273 (fax)

>>> cathy_cox@xxxxxxxxxx 09/09/02 10:15AM >>>
We have also generally have a very positive experience with the 
helpdesk.  We've been on Innovative since 1991, so we go back a ways, and 
while there have been some recent calls that have taken a while to get a 
response by and large they have been the less urgent situations.  We 
recently implemented the Inn-Reach module, which required quite a bit of 
assistance to set up properly, and the response time to problems was very 
quick.  Ditto with setting up the proxy rewrite method last spring.

I agree with Rita, though; I usually open calls by phone so that I can give 
a good solid explanation of the problem.  I generally request that if they 
need to contact me back they do so by email, however, so that I have a 
written confirmation of the call.  If you don't do that, then logging the 
calls carefully is essential or it's easy to let something slip through the 
cracks.

Cathy Cox
Electronic Resources Librarian
Mission College Library


At 09:22 AM 9/9/2002 -0500, you wrote:
>The helpdesk has worked very well for our library.  We've been on
>Innovative approximately 2 years.
>
>At our library, I am the source of most of the calls/emails to
>Innovative Help.  I keep a log of  my calls; the date, time, topic,
>person needing assistance, resolved date and time, the technician that
>provided the answer, whether I used email Help or phoned the helpdesk,
>and finally the tracking number.  I keep an electronic file of the
>emails back and forth as well.
>
>This log has made it relatively easy to manage our help calls.  If a
>technician doesn't get back to me, I can call again and refer to my
>tracking number.  If a staff member from our library approaches me about
>a question from two weeks ago, I can check my log for the status of the
>call, and call again if I realize I've forgotten to follow-up on a
>problem.
>
>Most of my calls are answered promptly.  One hint though -  I only use
>email Help for questions that don't need immediate answers.  Most of my
>questions I call in to the helpdesk.
>
>Rita
>
>--
>Rita Magno
>Technical Services Librarian
>Viterbo University Library
>rmmagno@xxxxxxxxxx 
>608-796-3272
>
>
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