[38156] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Erin Nettifee)
Wed Apr 3 13:49:14 2013
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Date: Wed, 3 Apr 2013 17:48:41 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Erin Nettifee <erin.nettifee@duke.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <515C30FD0200004A0007B19B@giadom.drew.edu>
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We have chat functionality built into our implementation of ServiceNow, but=
my understanding is that it is not used very much. I think they are wantin=
g to make it easier to use in hopes of driving more traffic to it in the fu=
ture. Back when we used to have Remedy, chat was with a web applet that was=
used a little bit more, but still not a ton.
The problem I see with chat is that you're not able to give people cues as =
to why there may be delays in the conversation. I know that I have had chat=
s with our service desk in the past where there have been pauses and I've b=
een wondering what's been going on. At least with email there is an expecta=
tion of some delay, and with phone, you can tell people directly what you'r=
e doing, hear people typing, etc. so you don't feel quite so out in the wee=
ds. Just my personal opinion (not my employer's) :-)
Happy Wednesday everyone,
Erin
From: Betsy Black <eblack@DREW.EDU<mailto:eblack@DREW.EDU>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.N=
D.EDU>>
Date: Wednesday, April 3, 2013 1:39 PM
To: "RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>" <RESNET-L@L=
ISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: Re: Chat Support
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.
It is staffed with students and full-time staff.
Betsy
>>> Keenan Parmelee <keenanp@rescomp.berkeley.edu<mailto:keenanp@rescomp.be=
rkeley.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. W=
ill
we limit it to business hours, or will we offer shifts outside of normal su=
pport
hours? It will all depend on how demand goes for us.
--
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.
>
> Anyone doing it ?
> Hours ?
> Using students or staff ?
> Product ?
> Caveats ?
>
> Thanks in advance.
>
> .jon
>
> +++++++++++++++++++++++++++++++++++++
> Jon Wright - Support Analyst
> ITS - AASC
> Syracuse University
> 1-205 CST
> Syracuse, N.Y. 13104
> (315) 443-3041
>
>
>
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
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e-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-fami=
ly: Calibri, sans-serif; ">
<div>We have chat functionality built into our implementation of ServiceNow=
, but my understanding is that it is not used very much. I think they are w=
anting to make it easier to use in hopes of driving more traffic to it in t=
he future. Back when we used to
have Remedy, chat was with a web applet that was used a little bit more, b=
ut still not a ton.</div>
<div><br>
</div>
<div>The problem I see with chat is that you're not able to give people cue=
s as to why there may be delays in the conversation. I know that I have had=
chats with our service desk in the past where there have been pauses and I=
've been wondering what's been going
on. At least with email there is an expectation of some delay, and with ph=
one, you can tell people directly what you're doing, hear people typing, et=
c. so you don't feel quite so out in the weeds. Just my personal opinion (n=
ot my employer's) :-)</div>
<div><br>
</div>
<div>Happy Wednesday everyone,</div>
<div>Erin</div>
<div><br>
</div>
<span id=3D"OLK_SRC_BODY_SECTION">
<div style=3D"font-family:Calibri; font-size:11pt; text-align:left; color:b=
lack; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM:=
0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid;=
BORDER-RIGHT: medium none; PADDING-TOP: 3pt">
<span style=3D"font-weight:bold">From: </span>Betsy Black <<a href=3D"ma=
ilto:eblack@DREW.EDU">eblack@DREW.EDU</a>><br>
<span style=3D"font-weight:bold">Reply-To: </span>Resnet Forum <<a href=
=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br>
<span style=3D"font-weight:bold">Date: </span>Wednesday, April 3, 2013 1:39=
PM<br>
<span style=3D"font-weight:bold">To: </span>"<a href=3D"mailto:RESNET-=
L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>" <<a href=3D"mailto=
:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br>
<span style=3D"font-weight:bold">Subject: </span>Re: Chat Support<br>
</div>
<div><br>
</div>
<div>
<meta name=3D"GENERATOR" content=3D"MSHTML 9.00.8112.16457">
<div style=3D"MARGIN: 4px 4px 1px; FONT: 10pt Segoe UI">
<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 stude=
nt 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 <<a href=3D"mailto:keenanp@rescomp.berkeley=
.edu">keenanp@rescomp.berkeley.edu</a>> 4/3/2013 12:20 PM >>><b=
r>
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.<b=
r>
<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 mu=
ch<br>
everything else here, we're using student staff.<br>
<br>
My biggest concern is figuring out a proper staffing schedule long term.&nb=
sp; Will<br>
we limit it to business hours, or will we offer shifts outside of normal su=
pport<br>
hours? It will all depend on how demand goes for us.<br>
<br>
-- <br>
Keenan Parmelee<br>
Technical Services Manager<br>
Student Affairs Information Technologies<br>
(510) 643-9937<br>
<a href=3D"http://rescomp.berkeley.edu">http://rescomp.berkeley.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.<br>
> <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>
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