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Effective Communicating

A case study from Lodge Park Technology College. Effective Communicating. Tony Sheppard. Hell-Desk (n): A helpdesk that has so many (l)users that it feels like everyday is a journey into the Seven Hells. User (n): A person with any form of technical access.

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Effective Communicating

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  1. A case study from Lodge Park Technology College Effective Communicating • Tony Sheppard

  2. Hell-Desk (n): A helpdesk that has so many (l)users that it feels like everyday is a journey into the Seven Hells

  3. User (n): A person with any form of technical access.

  4. (L)user (n): A user that is so much trouble you feel like you should remove all access to anything remotely technical.

  5. “Bob” (n): A Technician or Engineer.

  6. “BoFH” (n): If you need to ask you have obviously never annoyed one.

  7. “Geek” (n): A nerd with social skills.

  8. “Teacher” (n): A person who helps others learn.

  9. “Manglement Speak” (n): The collection of phrases and buzzwords that rarely mean anything and just seem to confuse things, closely linked to initiative overload.

  10. “Technobabble” (n): A string of highly specific and descriptive words that make little sense to those out of geekdom.

  11. “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 Confused?

  12. What’s in a few words... • Verbal vs non-verbal • Written vs Spoken • Personal vs formal

  13. What’s in a few words... • Verbal vs non-verbal • Verbal skills used to explain meanings • Non-verbal used to convey feelings

  14. What’s 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

  15. What’s 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

  16. What works best? • A combination of all of them • Use appropriate means to communicate • Don’t be scared of asking people • One job, multiple tools • A never ending process

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

  18. Make it easy • People want to communicate... • People like to communicate... • People hate a lack of communication...

  19. Help the helpless • FAQs • Knowledge base • Newsletters • Handbooks • Manuals • ‘How-to’

  20. 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.

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

  22. Handbook • Facilities Guide • AUP • SLA • Manuals • Helpful URLs • Teaching resources • Methods of Communication • Paper request forms • Training materials • User feedback • Dynamic Document!

  23. Wiki

  24. Communication • Online Help Desk • ICT User Group • Student Voice

  25. Where does it lead? • Becta /FITS • ICT Mark • ITIL • Long term planning

  26. Any Questions? http://www.lodgeparktc.com/support

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