Knowledge bases

An example of useful user documentation to create where resources are limited is a user handbook . This provides a source of information to help users to help themselves and to answer frequently asked questions without taking up valuable technical support time.

Another useful user document is the technical support charter which can be used to set user expectation and is easy to put together and issue.

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User handbook

A user handbook will, of course, be different in every school so it is something that would have to be created locally but we have put together some guidelines on how to do this and what to include.

A user handbook is easy to implement and easy to become useless. Follow our suggestions for a successful user handbook that saves both technical support staff and users valuable time:

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Content

Here are some ideas of what could be included in a user handbook. Don't try to include everything. Just consider those items that will make a big difference and leave out the less significant. Ask yourself 'what are the frequently asked questions?'

Introduction	State the reason for publication, purpose.
Services	List ICT systems in use, specialist equipment such as interactive whiteboard or colour printer. Describe what and where they are.
Procedures	Instructions for logging calls, borrowing equipment, ordering consumables etc
Checklists	Include diagnostic checklist for self-help on incidents, etc.
Incident management information	Include details of call logging priorities and examples of how priorities will be assigned, target resolution times, etc.
Contact information	List Service Desk telephone number, escalation or emergency telephone numbers, etc.
Sample forms	Include a sample Call logging sheet, Request sheet, etc.
User guides	Describe how to use certain equipment, how to install consumables, etc.
Security policy	Outline password regulations, authorisations required, user responsibility for equipment, etc.
User obligations	Describe user responsibilities such as care of equipment, not installing personal software, not moving equipment without authorisation, etc.
Training information	Outline details of internal or external courses.
Added value	Add value by including items not directly related to ICT, for example, fire procedures, building and administration services information.

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Design tips

Name it	Give it a good name so that it can be referred to and is remembered easily - "Self-Help IT Handbook" is probably not a good idea!
Use plain English	Avoid using jargon - it alienates those not familiar with it.
Keep it concise	Keep it factual and to the point.
Index it	Make it easy to find things.
Know your audience	Focus it on user needs not technical support needs.
Make it easy to use	Make it easier to use than it is to ask a technician - encourage people to choose to use it rather than have to enforce it.
Keep it generic	Avoid using specific information such as people's names - personalising it too much may create an overhead of maintenance when things change.
Make it manageable	Consider how much time you can spend keeping the Handbook up to date when deciding what information to include - a successful Handbook should be a trade-off between the time spent on producing and maintaining the handbook and the time saved by providing pre-emptive information.

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Publication

There are a number of ways to publish a Handbook.

Intranet	Publish on an intranet site for ease of maintenance but provide print-outs of incident logging information in case the user can't access the online version.
Hard copy	Publish paper copies and secure them to computers or issue numbered copies to all staff.
Posters and labels	Extract key information and turn into posters for noticeboards, classroom walls or labels to stick on the side of the monitor.

Proof-read it!

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Marketing

Your audience needs to be aware of the user handbook so marketing is important.

Launch	Launch the Handbook with a presentation.
Induction	Carry out induction courses for all staff, including technical support staff.
Publicity	Advertise it on notice boards, mention it at all times, especially if the nature of a call to technical support makes it obvious that it hasn't been used.
Feedback	Ask for feedback and constructive criticism and acknowledge it.
Follow up	Ask people if they use it, check copies attached to computers to see that they are well worn through use - if they are not target the users of the computers in question.

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Managing it

Once you have created your user handbook you must manage it.

Update it	Keep the handbook up to date: maintaining an electronic version is easier than publishing and reissuing paper copies use the change management process to identify updates to the Handbook.
Own it	Assign an owner to the Handbook so that someone is responsible and accountable for it.

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Technical support charter

A technical support charter is a one-page guide that is issued to all users and posted on walls and notice boards or kept with computers. It can form part of a user handbook but it is useful to issue it as a separate document as well because it gives just highlight information for quick reference.

Trying to be all things to all people is a major cause of perceived poor service - those providing technical support run from one crisis to the next but no-one is particularly happy with the service. But if you don't set any rules then user expectation can be higher than your resources allow.

We recommend that you issue a charter as soon as possible, even if you haven't yet defined some of the items on our example. All information given to users proactively eliminates a need for answers to be sought and ultimately saves both technical support and the user time. If all you have is a telephone number publish that and build your charter from there.

A charter sets expectations and helps to enforce them.

Sets expectation

A Charter sets out the way in which technical support intends to work and what it expects of its users.

The purpose of it is to take control of the relationship between support and users by giving them useful information and instructions and it helps technical support to manage its time more effectively.

Aids enforcement

In our Example Technical Support Charter you will see that accepted methods of contact in this case are by telephone, by email and in person to the technical support office. The Corridor Method of Call Logging is not accepted here!

By stating up front what you expect from users it becomes easier to tackle those who persist in breaking the rules. It also establishes a starting point from which to negotiate changes that technical support have some level of control over.

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Example Technical Support Charter

Technicial Support Charter

ICT Technical Support Objective

ICT Technical Support's objective is to be a central point of contact for the processing and resolution of all incidents and requests relating to ICT equipment and services.

Contacting Technical Support

' By telephone:

Extension 1234

š By email:

ict.technical.support@schoolname.ac.uk

‚In person:

Room 123, Administration Block

ICT Technical Support is open for calls between 0800 -1200 and 1400 -1600, Monday to Friday. A voicemail service is available for out-of-hours calls and these will be logged and processed at the start of the next shift.

Priorities and Service Targets

Calls are prioritised in accordance with impact on classroom and administrative activities as defined below:

P	Description	Definition	Time to respond	Time to fix
Œ	High Impact	Incident with immediate impact on scheduled classroom or administrative activities	15 minutes	1 hour
	Medium Impact	Incident with same day impact on scheduled classroom or administrative activities	1 hour	4 hours
Ž	Low Impact	Incident with no immediate or same-day impact and all requests	4 hours	8 hours

Information required

When an incident or request is raised the following information is required to enable efficient and effective processing. Please be prepared to provide this when you call or include it in any email correspondence:

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Your name

Your contact number

Impact of Incident

Asset tag number of equipment

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Your location

Your availability

Specific deadline for resolution

Description of Incident or Request

Security

Please note that for security reasons password reset requests are subject to security key checking. These are issued by the Head Teacher's office. Please contact them on extension 4444 for further information.

Information provided

When an incident or request has been logged the following information will be given to you:

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Call reference number (e.g. ABC123) - a unique identifier for your record

Priority code (i.e. 1, 2 or 3) - to indicate target response and fix times

An estimated response time - relating to the Priority code and current circumstances

Updates

When the call logging process is complete the incident or request record is assigned to an appropriate technician for resolution. ICT Technical Support will monitor progress and communicate regular updates to you. If you would like an update in the meantime please call ICT Technical Support and quote your call reference number.

Escalation

If, at any time, you feel that your incident or request is not being progressed reasonably in accordance with the service level targets stated please contact the ICT Technical Support Supervisor on extension 9876.

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