Supporting Users

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Give 7 ways of supporting users
1. On-site help, 2. Call-out support. 3. Telephone help desks, 4. Email support, 5. Online support, 6. User manuals, 7. On-screen help
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Explain on-site help
This is on-site technical support for uses during the early stages of use; new users will be unfamiliar with the package, and unexpected errors likely. Most expensive option
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Explain Call-out support
This is used after the phase of on-site help. Technicians are available to go on-site to provide specific support. Often to explain new features that have been added
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Explain Help desks
Provides immediate help and advice to users. Phone operators have technical skills. Available 24/7 - provide technical assistance, support and advice. Often try and replicate users problems and solve them; or take remote control of their computer
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How are help desks monitored?
Call logging system - logs and tracks all requests for help and all advice given. Ensures all requests are dealt with in a fair and timely manner - maintains customer service
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Explain any problems that help desks may face
Waiting time may be long on the phone. Problems arise when they are outsourced - information is in a database / may not be up to date, employee may not understand the info
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Explain email support
Used if the problem is not urgent. advantage is that it smoothens out demand. However, instant answers are not possible . Lacks human interaction to freely ask questions and get advice. Longer process. suppliers now provide Instant messaging support
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Explain user guides
Written instructions - typically provided for free with the software, comes as hard copy or can be downloaded onto users computer - accesible at all times. allows users to work at their own pace
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What is on-screen help?
Provide immediate guidance on how to use the package. Wizards can be provided to break down complex procedures into manageable steps.
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Desciple online support
Using the internet and web facilties. Information can be kept up to date
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What is a bulletin board?
a form of online support that makes mulitiple discussion groups available
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What is a discussion forum?
A form of online support that allows users to pose questions to other users and provided the opportunity for the sharing of problems and ideas
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What is documentation?
Doumentation consists of written materials that provide information on how to use a software package
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Other cards in this set

Card 2

Front

Explain on-site help

Back

This is on-site technical support for uses during the early stages of use; new users will be unfamiliar with the package, and unexpected errors likely. Most expensive option

Card 3

Front

Explain Call-out support

Back

Preview of the front of card 3

Card 4

Front

Explain Help desks

Back

Preview of the front of card 4

Card 5

Front

How are help desks monitored?

Back

Preview of the front of card 5
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