Help Desk Book Review

Wouldn’t you like to know how to run a more effective help desk environment?  In the book, Running an Effective Help Desk, Barbara Czegel will guide you through the steps you need to take to get this done. 

This book covers just about every aspect of running an effective help desk, and does so very well.  You will learn about planning, implementing, marketing, automating, improving and outsourcing.  These skills are key to make your help desk work better.

Here is a quote from the Library Journal about this great book:

Czegel covers all aspects of help-desk design and implementation: staffing, training, evaluation, problem resolution, tracking, marketing, and outsourcing. She covers traditional help desks with telephones and the new help desk on the Internet. Aimed at business managers and information technology departments supporting commercial products, this book will work for general circulating collections that support businesspeople as well as corporate collections. There is also a close fit between the business help desk and the public library reference desk that is providing service for walk-up patrons, voice and FAX phone access, and information via E-mail and the web; as such, this may be useful for libraries considering expanding reference access.

If you work on or run any type of help desk environment, this is the guide you need to help you along the way.  Go out to your local book store today, and pick up Running an Effective Help Desk, 2nd Edition.