Effective support for information users Coursework

Effective support for information users - Coursework ExampleOver the years, powerful strategies put one over been devised by researchers to provide the end-users with efficient resolutions to their problems. Some of the strategies have been discussed below Physical Aspects Technology use for Help Desk The foremost consideration that needs to be made to improve the succor desk service is to crumple the type of technology that has been adopted in the respective(prenominal) department. Hoffman (1996) stated that the technology should not be likewise advanced or complicated for the personnel the technology should urge their operations to become efficient, rather than multiform. mixed operations might prove to increase the service time for every customer. Ergonomics The ergonomics, i.e. layout of a champion desk center also plays an important role in its effectiveness and management. Bayan (2003) explained that the layout and design should be able-bodied to facilitate team work the employees should be able to communicate with each other in case of every query since every employee possesses his own aras of expertise. An employee might need help in resolving an issue in an unfamiliar area of expertise. Although, the distance between the help desk examples workstations should not be so less that they are not able to hear their clients clearly. Working Environment The representatives need to be provided with a comfortable and sun-loving environment. If the help desk resources are not satisfied with their working conditions then they will not be able to communicate with the clients in a positive manner. Appropriate chairs and headsets should be provided to the representatives to help them offer a laudably service to the clients. Management Aspects Defined Goals The management should identify their goals and then communicate them at all levels of the help desk employees. Bayan (2004) pointed out that the presence of defined goals enables the management to di rect the employees towards certain goals and conduct employee trainings in an according manner. cognitive process management can also be performed with respect to the defined goals and expectations. Understand the Customer with a ordained Attitude Bayan (2004) quoted statements of a CEO of a company, who stated that the help desk representatives should be able to understand their clients and their respective environments. The issue might be very trivial or very complex in some(prenominal) cases, the representative should listen to the customer carefully and understand that he is experiencing distress due to the matter. The attitude of the representative should be comforting and helpful so that the customer also cooperates in answering the questions. The representatives should be dexterous to convince the clients that they are on the clients side and everything shall be done in their power to resolve the matter. fit Performance Measures Bayan (2004) provided an interesting categ orization of different types of help desk representatives the comprehension of the categorization is relevant so that set aside attributes can be chosen to analyze the performance of each type of employee. Knowledge workers are representatives who have extensive knowledge about the products and prove to be very effective at resolving complex problems. Process workers are repre