Tag Archive | "helpdesks"

Web Analytics for HelpDesks and Trainers

If some of you have been wondering if I have perhaps dropped off the face of the earth, wonder no more.  Between parenting responsibilities and accepting a new position within the my university, I have had my hands full.  But now that the dust has settled, I am finally able to get back on track [...]

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Teaching Them to Fish: Strategy for Implementing a Knowledge Base

Teaching Them to Fish: Strategy for Implementing a Knowledge Base

In a previous post, I talked about how to start getting your internal knowledge into a knowledge base.  But just because you’ve built a knowledge base, doesn’t mean people will begin using it.  You need to ensure that content is maintained and that people know how to use it to find the information they need.

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