Technical Support on the Web: Designing and Managing an Effective E-Support Site
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More About This Title Technical Support on the Web: Designing and Managing an Effective E-Support Site
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BARBARA CZEGEL is President of SIRIUS3, a Toronto-based company that provides consulting for support services and training for Help Desk professionals. She is a member of the Support Services Association (SSA). Czegel is also the author of Running an Effective Help Desk, Second Edition and Help Desk Practitioner's Handbook (both from Wiley).
English
THE CONCEPT OF SUPPORT ON THE WEB.
Is Web-Based Support Worth While?
INITIATING WEB-BASED SUPPORT.
A Map for Site Creation and Management.
Establishing Scope.
Staff Selection.
DESIGN CONSIDERATIONS.
Functions, Tools, and Implementations.
Designing the Site.
IMPLEMENTATION AND MANAGEMENT.
Processes and Implementation.
Marketing.
Site Management.
Problem Prevention and Trouble Shooting.
EXAMPLES.
A Support Site That Provoides Unattended Operations Knowledge.
Simplicity In Boxes.
Support Site for a Business Software Manufacturer.
Revisiting the Education Plus Example.
Revisiting the Trace Software Example.
Is Web-Based Support Worth While?
INITIATING WEB-BASED SUPPORT.
A Map for Site Creation and Management.
Establishing Scope.
Staff Selection.
DESIGN CONSIDERATIONS.
Functions, Tools, and Implementations.
Designing the Site.
IMPLEMENTATION AND MANAGEMENT.
Processes and Implementation.
Marketing.
Site Management.
Problem Prevention and Trouble Shooting.
EXAMPLES.
A Support Site That Provoides Unattended Operations Knowledge.
Simplicity In Boxes.
Support Site for a Business Software Manufacturer.
Revisiting the Education Plus Example.
Revisiting the Trace Software Example.
