[38155] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Betsy Black)
Wed Apr 3 13:39:50 2013
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Date: Wed, 3 Apr 2013 13:39:09 -0400
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From: Betsy Black <eblack@drew.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <20130403162004.GB71104@hal.rescomp.berkeley.edu>
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We've had a support chat room for years (GroupWise Instant Messenger). We =
also use internal chat rooms as second tier support for our student staff. =
We are moving over to google apps in June, and are not sure whether we'll =
continue with GWIM or use the google chat function.=20
=20
It is staffed with students and full-time staff. =20
=20
Betsy
>>> Keenan Parmelee <keenanp@rescomp.berkeley.edu> 4/3/2013 12:20 PM >>>
Hi Jon,
We're actually planning on trying chat support here at Berkeley, too. Our
student programming team have written an in-house application to integrate =
with
our systems and we're planning on deploying it this summer to try it out.
We're not sure what the long-term plan will be, but to see how effective =
it is,
we're planning on simply staffing it with whoever is on our helpdesk phone =
line.
So the operating hours will be our normal 9A-5P, M-F. As is pretty much
everything else here, we're using student staff.
My biggest concern is figuring out a proper staffing schedule long term. =
Will
we limit it to business hours, or will we offer shifts outside of normal =
support
hours? It will all depend on how demand goes for us.
--=20
Keenan Parmelee
Technical Services Manager
Student Affairs Information Technologies
(510) 643-9937
http://rescomp.berkeley.edu
On 16:08 Wed 03 Apr , Jonathan A Wright wrote:
> We are considering a chat support option.
>=20
> Anyone doing it ?
> Hours ?
> Using students or staff ?
> Product ?
> Caveats ?
>=20
> Thanks in advance.
>=20
> .jon
>=20
> +++++++++++++++++++++++++++++++++++++
> Jon Wright - Support Analyst
> ITS - AASC
> Syracuse University
> 1-205 CST
> Syracuse, N.Y. 13104
> (315) 443-3041
>=20
>=20
>=20
>=20
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>=20
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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<DIV>We've had a support chat room for years (GroupWise Instant Messenger).=
We also use internal chat rooms as second tier support for our =
student staff. We are moving over to google apps in June, and are =
not sure whether we'll continue with GWIM or use the google chat function. =
</DIV>
<DIV> </DIV>
<DIV>It is staffed with students and full-time staff. </DIV>
<DIV> </DIV>
<DIV>Betsy</DIV>
<DIV><BR><BR>>>> Keenan Parmelee <keenanp@rescomp.berkeley.edu&=
gt; 4/3/2013 12:20 PM >>><BR>Hi Jon,<BR><BR>We're actually =
planning on trying chat support here at Berkeley, too. Our<BR>student=
programming team have written an in-house application to integrate =
with<BR>our systems and we're planning on deploying it this summer to try =
it out.<BR><BR>We're not sure what the long-term plan will be, but to see =
how effective it is,<BR>we're planning on simply staffing it with whoever =
is on our helpdesk phone line.<BR>So the operating hours will be our =
normal 9A-5P, M-F. As is pretty much<BR>everything else here, we're =
using student staff.<BR><BR>My biggest concern is figuring out a proper =
staffing schedule long term. Will<BR>we limit it to business hours, =
or will we offer shifts outside of normal support<BR>hours? It will =
all depend on how demand goes for us.<BR><BR>-- <BR>Keenan Parmelee<BR>Tech=
nical Services Manager<BR>Student Affairs Information Technologies<BR>(510)=
643-9937<BR><A href=3D"http://rescomp.berkeley.edu">http://rescomp.berkele=
y.edu</A><BR><BR>On 16:08 Wed 03 Apr , Jonathan A =
Wright wrote:<BR>> We are considering a chat support option.<BR>> =
<BR>> Anyone doing it ?<BR>> Hours ?<BR>> Using students or staff =
?<BR>> Product ?<BR>> Caveats ?<BR>> <BR>> Thanks in advance.<B=
R>> <BR>> .jon<BR>> <BR>> +++++++++++++++++++++++++++++++++++++=
<BR>> Jon Wright - Support Analyst<BR>> ITS - AASC<BR>> Syracuse =
University<BR>> 1-205 CST<BR>> Syracuse, N.Y. 13104<BR>> (315) =
443-3041<BR>> <BR>> <BR>> <BR>> <BR>> ______________________=
_____________________________<BR>> You are subscribed to the ResNet-L =
mailing list.<BR>> <BR>> To subscribe, unsubscribe or search the =
archives,<BR>> go to <A href=3D"http://LISTSERV.ND.EDU/archives/resnet-l=
.html">http://LISTSERV.ND.EDU/archives/resnet-l.html</A><BR>> __________=
_________________________________________<BR><BR>__________________________=
_________________________<BR>You are subscribed to the ResNet-L mailing =
list.<BR><BR>To subscribe, unsubscribe or search the archives,<BR>go to <A =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html">http://LISTSERV.ND.E=
DU/archives/resnet-l.html</A><BR>__________________________________________=
_________<BR></DIV></BODY></HTML>
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