A good point, and perhaps one for the workshops the Helpdesk are
running.
But I think Solutions is a solution looking for a problem - and it's the
wrong problem.
That problem is the role of the helpdesk (are products like Aspire and
Prism 3 now supported separately and differently to Alto?) how we
interact with them, the support infrastructure behind them (are they
papering over the cracks, poor devils?), and the plethora of unconnected
information which is floating around for us and them, not more documents
they create, and how they are (to use Talis's latest 'Buzzword)
'exposed'.
Regards
JU
John Usher
ICT Manager
Library and Heritage Services
Islington Council
Central Library
2 Fieldway Crescent
LONDON N5 1PF
Tel: 020 7527 6920
Mobile: 07825 098 223
Fax: 020 7527 6926
Alternative contact: Michelle Gannon - 020 7527 6907
www.islington.gov.uk
How to get to Central Library:
http://www.islington.gov.uk/Education/Libraries/Local/Central.asp
-----Original Message-----
From: Darren Taylor [mailto:[log in to unmask]]
Sent: 14 Sep 10 09:04
Subject: Re: Tails Solutions - your feedback wanted
Hi Mark and everyone - a comment as much about how calls are raised as
about the solutions base:
I was speaking to Ian Corns last week at NAG Conference and, though
we're not an Aspire customer at present, he tells me that for that
product they encourage customers to raise calls using jing or similar
tools to create a rough and ready screencast of the issue. I think that
for those familiar with the tools, that seems a very sensible solution
and combats any issues with terminology, a least at the point of raising
the call.
I've used the screencast solutions that Gareth put together on
rebuilding the zebras and found them very useful. I think that would be
a very positive direction for Talis to take on solutions where
appropriate. It's certainly a very helpful approach for a visual learner
and a relative systems newbie like me J
Regards
Darren Taylor
Library Systems Manager
Peirson Library
Information and Learning Services
University of Worcester
Blog: ilsmatters.wordpress.com <http://ilsmatters.wordpress.com/>
Twitter: @chimp_infinity <http://twitter.com/chimp_infinity>
Check out the E-resource login guide for students and staff
<http://release.worc.ac.uk/watch.php?r=3X8ZDJ08> for resources using
the proxy server.
Check out the award-winning design
<http://www.bentley.com/en-US/Community/BE+Awards/2009/generative+design
.htm> for the new Worcester Library and History Centre opening in 2012.
More details at wlhc.org.uk <http://www.wlhc.org.uk/> .
From: Talis system managers and technical staff forum
[mailto:[log in to unmask]] On Behalf Of Mark Summers
Sent: 13 September 2010 16:28
To: [log in to unmask]
Subject: Tails Solutions - your feedback wanted
Talis publish over 750 solutions to common support cases at
http://www.talis.com/services/solutions/. A greater number are also
available through the "My Support" service where our customers are able
to log, manage and close support cases.
Recent feedback regarding these services has prompted us to investigate
whether we can improve them. Therefore in order to understand our
customers' expectations of a knowledgebase, self help , answers services
I would like to invite members of this list to let me know if you take
advantage of these services? If you do not why not? If you do, what do
you value in the services and how could we improve them further?
For example the main feedback internally at Talis is that we should be
looking to improve the open discoverability of our solutions,
specifically could all the solutions be included in Google's search
results and can those results also be displayed on the talis.com
website. Would this be a feature you would find interesting, valuable
and would use?
If you have ever thought "why can't I get this information in this
way?", or have had one of those "why does it do that?" moments, I would
like to hear from you.
Any feedback is welcome as it will help us improve these services.
Mark Summers
Talis Information Ltd
tel: 0870 4005407
mob: 07899782684
email: [log in to unmask]
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