Is Social Networking The New IT Help Desk? - InformationWeek
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Is Social Networking The New IT Help Desk?
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Deb Donston-Miller
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Deb Donston-Miller,
User Rank: Apprentice
9/20/2011 | 1:03:13 AM
re: Is Social Networking The New IT Help Desk?
Thanks for the comment! Have you started to see a reduction in email? If so, how long did it take for the switchover to social to start happening?

Deb Donston-Miller
Contributing Editor, The BrainYard
tommo54
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tommo54,
User Rank: Apprentice
9/19/2011 | 8:48:01 AM
re: Is Social Networking The New IT Help Desk?
I think that Social Networking has huge potential for aiding IT helpdesks by making information accesible to the user. I believe its potential extends further than the IT helpdesk to the external organisation in the form of customers and their enquiries.
In our organisation we are currently analysing call trends with a view to making solutions to the most common problems available through social media to empower users to help themselves. We are also trying to change the mindset from email to collaboration using a social platform
The real challenge is to change the culture of organisations to one of self help and discovery. IBM have done some interesting work in this respect but are using what they refer to as Social Business internally in the organisation to great effect.
Tom LaSusa
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Tom LaSusa,
User Rank: Apprentice
9/14/2011 | 7:56:21 PM
re: Is Social Networking The New IT Help Desk?
This is going to be an interesting trend to watch, particularly because of the ramifications. What if the outside obtained advice turns out to make the situation worse? I can see some IT groups clamping down and prohibiting users from tampering with their company issued machines.

Alternatively, if its a menial problem that a user -- armed with the right information -- could solve for themselves (like changing default printers or something else small), that could free up IT admins to focus on bigger issues that arise.


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