SIGUCCS
2000
ACM
14 years 5 months ago
2000
ACM
The quality of student consultants and their development through training and education are major factors in determining long-term effectiveness of university Help Desk. To hire a...
SIGUCCS
2000
ACM
14 years 5 months ago
2000
ACM
Information and Access Technology Services at the University of Missouri-Columbia has long struggled with its physical location on the edge of campus. In my 20+ years of experienc...
SIGUCCS
2000
ACM
14 years 5 months ago
2000
ACM
As colleges and universities are moving into the realm of providing Internet connections to the residence dormitories (ResNet), the local help desk is becoming the focal point for...
SIGUCCS
2000
ACM
14 years 5 months ago
2000
ACM
The User Services division of the Office of Technology Integration is the "safety net" for computer support at Florida State University (FSU). Areas of support include t...
SIGUCCS
2000
ACM
14 years 5 months ago
2000
ACM
The University of Pittsburgh's Computing Services and Systems Development organization is focused on the needs of the faculty and student population, totaling nearly 40,000 u...
IUI
2000
ACM
14 years 5 months ago
2000
ACM
In this paper, we describe an outline of “Procedure based help desk system”. Preparing enough amounts of contents for help desk system is important for constructing an efficie...
SIGUCCS
2003
ACM
14 years 5 months ago
2003
ACM
Managing a Help Desk staffed with part-time student workers can be quite a challenge. However, it has been the experience of the Louisiana State University Office of Computing Ser...
SIGUCCS
2004
ACM
14 years 6 months ago
2004
ACM
The Princeton University Help Desk KnowledgeBase (KB) is a searchable online information system that publishes Princetonspecific computer solutions to better serve the University ...
SIGUCCS
2004
ACM
14 years 6 months ago
2004
ACM
Communities of practice are not a new idea, but they are being looked at more closely as an important tool for learning and mastering knowledge challenges. Communities of practice...
CSCW
2004
ACM
14 years 6 months ago
2004
ACM
This paper examines the way in which a knowledge management system (KMS)—by which we mean the people, processes and software—came into being and evolved in response to a varie...