Originally from: george@lfa.com (George Peavy) Originally dated: Wed, 12 Jun 1996 09:08:58 -0700 (MST)
Hi, Y'all! Hope you're beginning to get back to speed after being at ICCM. I found the conference to be a tremendous encouragement.
Something I wanted to mention in yesterday's "Collaborative Resources" discussion, but didn't, was to mention a book that I've just gotten a hold of (calling it a "collaborative resource" would be streching the definition quite a bit, and besides I didn't have the Title/Author/ Publisher information).
Anyway, I discussed this a little bit with Bill Jack at the airport, and realized that posting to the ICCM mailing list would be a good thing. It may be worth adding to the ICCM web page, but since I don't have web access, somebody else will need to do that.
Anyway, the book I have is titled, "Help! The Art of Computer Technical Support", written by Ralph Wilson, and published in 1991 by Peachpit Press of Berkely, CA. I found a copy in the computer section of my local book superstore. I haven't read it yet, but it looks really good for helping learn some of the skills of doing end-user support.
A couple of quotes from the preface:
"Whether you work for a manufacturer helping customers on a product hotline, or for a corporation helphing its employees on a computer help desk, this book is for you. If you manage one of these functions or take calls yourself, or both, there's material here that will be of interest.
"What is tech support?
"I define technical support as *knowledgeable people assisting the users of computer hardware and software products* [author's emphasis]. The word 'assisting' in the definition is important. If I teach you to use a product, that's training. If I sit down and carry out a project for you, that's consulting. If I help you with a problem you're having with your software or hardware, or answer a question, or listen to your feedback, that's tech support. There are times when the distinctions between these three fields get a little blurry, but by and large, tech support is *user assistance* [author's emphasis]."
Individual chapters address topics of Manufacturer Support, Internal Support, Communication Skills, Handling Support Calls, Information Techniques and Tools, Alternative Methods of Support, and a User's Guide to Tech Support. This seems to scratch right where I itch.
Since many of us are home staff people, we have the responsibilities of providing technical support for either home staff or field missionaries, or both, this looks like some really useful information.
In fact, this is a topic I'd like to see addressed in a breakout session at next year's ICCM.
-- George Peavy, george@lfa.com
Originally from: Jeffrey Gifford <JGifford@xc.org> Originally dated: Thu, 13 Jun 1996 07:49:58 -0400
>>> "Help! The Art of Computer Technical Support", written by Ralph >>> Wilson, and published in 1991 by Peachpit Press of Berkely, CA.
Last night, I asked my local superbookstore about obtaining this book. They claimed it will be difficult because there are so few left in print.
-- Jeffrey Gifford jgifford@xc.org
http://www.uniscan.com/people/jgifford