Using new media to improve self-help for clients and staff

Abstract

One of the most common frustrations for any person looking for technical support is actually finding effective technical support. Even if a solution seems clear, it can be misunderstood if the vernacular is not just right. A large part of a successful support call involves being able to determine the actual problem based on the information the client provides. Help desk analysts must have the ability to translate non-tech descriptions to identify a problem in technical terms and then communicate a solution using vernacular the client can understand. This process is always a little different. If we aim to be successful analysts, we must speak different languages in order to help our clients. Based on this logic, it stands to reason that our self-help documentation must do the same. Providing a variety of methods to get self-help ensures a message will be received by a wider audience.In the world of modern media, audiences are presented with many ways to consume information. This ensures the message is heard by the most people in a manner that is the most appealing and the most clear. New methods of consuming information have become possible as the face of mainstream media has become democratized over the last few years. This is thanks largely to the fact that the tools needed to create and distribute content have become affordable and readily available to anyone with a bit of technical skill. Anyone with a laptop, a webcam and a little imagination can and do create content. Considering all of this, we asked ourselves, Why shouldn't we?.We have found that creating content in new media is relatively easy and fun. Finding and creating new methods to deliver content positively engages and challenges our help desk team. Thinking about how to best use new media requires help desk analysts to rethink otherwise standardized and mundane processes and create fresh perspectives. The creation and production of new media establishes stronger ownership of procedures and process.We would like to share the following from our ongoing experiences with new media at our help desk: General issues we see with clients finding helpHow creating new media creates stronger ownership and morale with staffExpanding the technical skills of help desk staffHow using new media improves our client experienceCasting a wider net (ensuring a message gets to the most people)How we use new media and what we have done with itHow to make your own video podcast in 1,345 easy steps!