Fwd: Join us at the CREN Expert Event Webcast - Russell Vaught on Wednesday, June 17 from 4:00 to 4:45 PM. EDT

[Gregory A. Marks]

If managing help desk services is something of interest to you, consider
joining us for the CREN Expert Event tomorrow, Wednesday, at 4 pm.  This
event will be delivered via RealAudio; if you don't have that plug-in for
your browser it is free from RealAudio - see the CREN site for directions,
plus an archive of past events that are both useful tests and informative.

Feel free to forward this message to others you think may be interested.

...Greg

>X-Sender: jboettch@info.cren.net
>Date: Tue, 16 Jun 1998 14:28:07 -0400
>To: Greg Marks <gmarks@merit.edu>
>From: "Judith V. Boettcher" <jboettch@cren.net>
>Subject: Join us at the CREN Expert Event Webcast - Russell Vaught on
> Wednesday, June 17 from 4:00 to 4:45 PM. EDT -- Approved to forward on to
> related lists!
>
>
>*********
>Dear CREN Member Reps, CREN members, and other CREN friends...
>
>Be sure to join Russ at this webcast conversation on the universal
>challenge of meeting the customers' needs at Help Desks.
>Here is all you need to know to join us!
>
>Expert: Russ Vaught - Penn State University
>Topic: "Strategies for Help Desks"
>When:  Wednesday, June 17 from 4:00 p.m. to 4:45 p.m. EDT
>Where:  http://seminars.cren.net/events/webservices.html
>Hosts:  Greg Marks, Merit and Judith Boettcher, CREN
>
>How to Participate:
>
>1. Go to URL http://seminars.cren.net/events/webservices.html
>for an overview of the topic and questions that
>Russ will be addressing  If you have a known question,
>send your question to expert@cren.net before the webcast.
>This is also a good time to check one of the archived webcasts
>to ensure that your computer is ready to play the webcast.
>
>2. At 4:00 p.m. on Wednesday, go to
>http://seminars.cren.net/events/webservices.html  for
>the webcast. You can send Russ questions "real time" via
>email to  expert@cren.net during the webcast
>and also after the session.
>
>Russ is the Senior Director of the Center for Academic Computing
>at Penn State University.  Russ is well known for his innovative
>strategies for handling large scale academic research and
>support issues. Russ will be discussing strategies, technologies
> and processes for handling help  desk issues. You will
>find interesting strategies that will help you --
>whether you represent a large or small academic institution.
>
>********
>
>Here are some of the questions that Russ will be discussing...
>
>* Who are the users?  What are their expectations?
>* What is the scope of services that you offer?  Email? Telephone?
>24-7 consulting at labs? Data Recovery?
>* What level of staff is recommended for help desks?
>* What strategies for screening, training and retaining Help desk Support?
>* What help desk services work well?  What help desk services don't pass
>muster or flunk?
>* What strategies support the linking of people at related help desks?
>
>3.  References -- An extended web site will be available with many
>useful links!
>******************
>* To sign up to receive these announcement messages, send a note
>to cren@cren.net.
>* For archives of earlier webcasts, go to <http://www.cren.net>
>
>These Expert Event Webcasts are designed for faculty and
>staff at CREN member institutions. If you are interested in
>becoming a CREN member, go to http://www.cren.net/cren/become.html.
>
>
>************************************
>Judith V. Boettcher
>Executive Director, CREN
>http://www.cren.net
>Corporation for Research and Educational Networking
>850/668-7751 Office; 850/893-8296 Fax; 703/405-8896 Cell
>jboettch@cren.net
>
>************************************
>"Chance favors the prepared mind."  Louis Pasteur
>
>.
>