Online Help Systems and Knowledge Bases: Building a Virtual Helpdesk

Abstract

An online help system can be part of an excellent computing support environment, but cannot by itself be an excellent computing support environment. In an ideal world, everyone would look at online help systems first when trying to solve a problem. Phone support would be needed only for emergencies, network outages, or problems not available via online help. Walk-in consulting would be reserved for issues requiring in-person authentication of identity, and introduction to the computing environment.