Effective Communicating

1
(No Transcript)
2
Effective Communicating
A case study from Lodge Park Technology College

• Tony Sheppard

3
Hell-Desk (n) A helpdesk that has so many
(l)users that it feels like everyday is a journey
into the Seven Hells
4
User (n) A person with any form of technical
access.
5
(L)user (n) A user that is so much trouble you
feel like you should remove all access to
anything remotely technical.
6
Bob (n) A Technician or Engineer.
7
BoFH (n) If you need to ask you have obviously
never annoyed one.
8
Geek (n) A nerd with social skills.
9
Teacher (n) A person who helps others learn.
10
Manglement Speak (n) The collection of phrases
and buzzwords that rarely mean anything and just
seem to confuse things, closely linked to
initiative overload.
11
Technobabble (n) A string of highly specific
and descriptive words that make little sense to
those out of geekdom.
12
Confused?
A slight inclination of the cranium is as
adequate as a single spasmodic movement of a
solitary optic covering, to an equine quadruped
utterly devoid of any visionary capacity! -
Gyles Brandreth
13
Whats in a few words...

• Verbal vs non-verbal
• Written vs Spoken
• Personal vs formal

14
Whats in a few words...

• Verbal vs non-verbal
• Verbal skills used to explain meanings
• Non-verbal used to convey feelings

15
Whats in a few words...

• Written vs spoken
• Spoken conveys both meaning and feeling but not
  reviewable
• Written conveys information that can be used
  multiple times

16
Whats in a few words...

• Personal vs formal
• Personal gives specific information to a person
  or group of people
• Formal can be generic information to assist anyone

17
What works best?

• A combination of all of them
• Use appropriate means to communicate
• Dont be scared of asking people
• One job, multiple tools
• A never ending process

18
Resolving issues

• Communication is two-way
• Be prepared to ask for explanations
• Be ready to change your mind
• Be ready to stand your ground

19
Make it easy

• People want to communicate...
• People like to communicate...
• People hate a lack of communication...

20
Help the helpless

• FAQs
• Knowledge base
• Newsletters
• Handbooks
• Manuals
• How-to

21
Roles of the Help Desk

• A standard way of recording and logging incidents
  and requests
• How is not important ... the fact that it is is a
  standard method is!!
• Various methods paper forms, email forms,
  online form, online database.

22
Newsletters

• A monthly newsletter
• Tips and Tricks
• New facilities
• Advance warnings
• Humour

23
Handbook

• Facilities Guide
• AUP
• SLA
• Manuals
• Helpful URLs
• Teaching resources

• Methods of Communication
• Paper request forms
• Training materials
• User feedback
• Dynamic Document!

24
Wiki
25
Communication

• Online Help Desk
• ICT User Group
• Student Voice

26
Where does it lead?

• Becta /FITS
• ICT Mark
• ITIL
• Long term planning

27
Any Questions?
http//www.lodgeparktc.com/support
28
(No Transcript)