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Thursday, May 5 • 1:30pm - 2:20pm
Who helps the help desk? Evidence-based troubleshooting support for desk staff

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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.

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.

Rosie Liljenquist

Utah State University

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

Attendees (15)