Modern Help Center Workshop Presentations

Report out of Help Center survey results

html ppt Help Desk Survey Results (Susan Grajek, Yale)

pdf CSG Help Desk Survey Results Spreadsheet

Tools matrix: a SWOT framework for contemporary tools

xls SWOT HD Tools (Cathy O'Bryan, Wisconsin)

xls Duke Monthly Metrics

pdf Michigan Annual help desk reports/metrics, FY2006

pdf Michigan help desk reports/metrics, April 2007

Survey follow-up: Staffing issues

html ppt Help Desk Balancing Act (Leila Shahbender, Princeton)

Metrics: What do we want to know and what do we measure? and Benchmarks: exploration of a common frame of reference

html ppt pdf Help Desk Metrics (Ken Fauerbach, NYU, et alia)