Agenda
Nov 21, 2013, 2:30-4:00pm
Mathematics and Computing Building (MC) 2018A
The mission of the Helpdesk Initiatives group is to work together to enable all IT Helpdesks on campus to improve service to users. This could include: documentation, communication, marketing, tools and solutions, training, and service processes.
- Welcome. Thanks to Lisa for doing minutes this meeting.
- Agenda review/suggestions
- BYOD (Andrea Chappell, Derek Madge)
- Email blasts (Trevor Bain)
- smaller batches over a longer period of time
- or use GroupMail or a mailman list
- want to avoid mail looking like spam and its potential to affect many others on campus
- Brief sharepoint update (Stephen Markan)
- Review minutes and action items from last meeting:
- http://ist.uwaterloo.ca/cs/faccus/Meeting%20Minutes/FACCUSHDInitiativesAug19-2013.html
- Changes to FACCUS/Helpdesk Initiatives leadership
- New FACCUS web site
- Old agendas/minutes on FACCUS sharepoint site (https://sharepoint.uwaterloo.ca/sites/FACCUS)
- New site will be https://uwaterloo.ca/faccus or https://uwaterloo.ca/faculty-computing-user-support-group
- Winter Training
- Nitish - one day Fri Jan 3rd for helpdesks, (plus 2 hr refresher for SCCs only)
- Interest in Customer Service training (2-3 hours 2nd week of term); Lisa - CS with OHD
- New Logo and use of term 'service desk'
- https://uwaterloo.ca/it-helpdesks/ renamed to: https://uwaterloo.ca/it-service-desks/ (Peggy)
- Web site purpose discussion
- Dec 19 launch
- It's use in training
- Advertising - what? where? how? -Ideas from Student Success Office (SSO), Kristy:
- Digital signage
- SSO would be happy to help send some messages from current student social media accounts (@uwaterloolife on twitter and uWaterloo Life on facebook.
- Reach out to the program or faculty admin assistants across campus who communicate regularly with students. Many of these units send regular email updates to their students so you could ask them to include a line or two about the Helpdesk that applies (they may also be able to put you in touch with social media managers in each area).
- Partner with Housing – communicating this to students in their first year might be easier than reaching some of the upper-year students. They do a monthly newsletter and it could be a good fit for content.
- Round table re: what being used now re: digital signage and need for template?
- Social events: timing/event ideas? (Lisa)
- Referrals PPT to share: https://sharepoint.uwaterloo.ca/sites/FACCUS/Manuals/2012%20HelpDesk%20Manuals/Referral.pdf
- FACCUS/HD Init Fri AM seminar PPT feedback (Lisa)
- RT4 and ITIL Project updates (Lisa)
- Review action items from this meeting and dates associated with them:
Action Items & Responsibilities:
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Performer |
Action |
Date |