Loading…
This event has ended. View the official site or create your own event → Check it out
This event has ended. Create your own
View analytic
Thursday, May 5 • 1:30pm - 2:20pm
Who helps the help desk? Evidence-based troubleshooting support for desk staff

Sign up or log in to save this to your schedule and see who's attending!

At any busy library, a range of personalities staff the information desk. While all are eager to help library users, some want to be more involved in hands-on technology support for users than others. The Utah State University Libraries' eResource team is opening the door from the information desk to the know-how behind the scenes, putting just the right amount of troubleshooting help into the hands of desk staff. Learn about how we used ticket-tracking trends, info-desk stats, and website analytics to formulate our support materials, including pages on a new "Quick How-Tos" section on the library homepage, and a step-by-step Google form.

Speakers
avatar for Jason Folkman

Jason Folkman

Electronic Resources Acquisition Assistant, Utah State University
avatar for Robert Heaton

Robert Heaton

Interim Head of Collection Development, Utah State University
A generalist at heart, I'm interested in social and organizational change, smart application of technology, and common sense.
RL

Rosie Liljenquist

Utah State University



Thursday May 5, 2016 1:30pm - 2:20pm
Stratus 5&6

Attendees (15)