O
Office Goddess
I'm looking to build a "case" for specialized office
support at our company. We have 90,000 users (giver or
take) and the levels of office/visio/project experience
vary. we are currently using both 97 and 2000 and are in
the process of choosing a standard of 2002/2003. I was
wondering if anyone has/knows of any case studies on how
having specialized support (and therefore, in a way,
training) for end users has helped increase productivity.
In general, our help desk does not regularly use office
and does not know as much as most of our callers. I am,
however, certified, and can answer most questions. I need
to prove that there would be a cost benefit and
productivity benefit to having users contact me directly
with questions and issues. Because this is a "newly
supported application" it is difficult to accurately track
within our organization. People do not realize the limited
assistance that is available, and have found CBTs to not
be of much help for specialized applications beyond the
very basics. It is also out of the question to send
employees to individual classes due to budget contraints.
Any thoughts, suggestions, etc?? My theory is that while I
am helping them to solve their immediate problem, I can
educate them on the process of determing what the solution
is and applying it, opening them up to a broader knowledge
of the application.
support at our company. We have 90,000 users (giver or
take) and the levels of office/visio/project experience
vary. we are currently using both 97 and 2000 and are in
the process of choosing a standard of 2002/2003. I was
wondering if anyone has/knows of any case studies on how
having specialized support (and therefore, in a way,
training) for end users has helped increase productivity.
In general, our help desk does not regularly use office
and does not know as much as most of our callers. I am,
however, certified, and can answer most questions. I need
to prove that there would be a cost benefit and
productivity benefit to having users contact me directly
with questions and issues. Because this is a "newly
supported application" it is difficult to accurately track
within our organization. People do not realize the limited
assistance that is available, and have found CBTs to not
be of much help for specialized applications beyond the
very basics. It is also out of the question to send
employees to individual classes due to budget contraints.
Any thoughts, suggestions, etc?? My theory is that while I
am helping them to solve their immediate problem, I can
educate them on the process of determing what the solution
is and applying it, opening them up to a broader knowledge
of the application.