Technical Support on the Web
Designing and Managing an Effective E-Support Site
Résumé
Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.
Focused on the needs of today's e-business decision-makers,
this book covers:
- The advantages and disadvantages of
moving to a Web-based support site
- The most important goals to consider
for your site
- The features that make an effective
support site
- The best way to set up and manage an
implementation plan
- The key steps for evaluating performance and improving the site
- Dedication
Acknowledgments
Author bio
Part I: The Concept of Support on the Web
Chapter 1: Is Web-Based Support Worth While?
Part II: Initiating Web-based Support
Chapter 2: A Map for Site Creation and Management
Chapter 3: Establishing Scope
Chapter 4: Staff Selection
Part III: Design Considerations
Chapter 5: Functions, Tools, and Implementations
Chapter 6: Designing the Site
Part IV: Implementation and Management
Chapter 7: Processes and Implementation
Chapter 8: Marketing
Chapter 9: Site Management
Chapter 10: Problem Prevention and Trouble Shooting
Part V: Examples
Chapter 11: A Support Site That Provides Unattended Operations Knowledge
Chapter 12: Simplicity In Boxes
Chapter 13: Support Site for a Business Software Manufacture
Chapter 14: Revisiting The Education Plus Example
Chapter I5: Revisiting The Trace Software Example
L'auteur - Barbara Czegel
Barbara Czegel is president of SIRIUS3, a Toronto based
company that provides training for Help Desk professionals
and facilitation of improvement initiatives for technology
support areas. She has over 23 years of experience in both
the technical and human facets of the computer industry.
Ms. Czegel has been involved in planning, development,
analysis, and support of retail business systems, planning
systems, and manufacturing systems. She has justified,
established, and managed Help Desk operations in corporate
environments and is an experienced communicator and
facilitator. She is the author of two other Wiley
publications--Running an Effective Help Desk and The Help
Desk Practitioner's Handbook.
Caractéristiques techniques
PAPIER | |
Éditeur(s) | Wiley |
Auteur(s) | Barbara Czegel |
Parution | 15/11/2000 |
Nb. de pages | 420 |
Format | 19 x 23 |
Couverture | Broché |
Poids | 697g |
Intérieur | Noir et Blanc |
EAN13 | 9780471391876 |
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