“How Andrew’s description of support provided for Perch is consistent with the advice pr

One of the most critical problems faced by the information technology department in virtually every organization is how to provide
effective help to end-users facing problems with the technology. The help desk is the point at which every frustration, every concern,
and every mistake known to humanity is brought for resolution. Typically staffed by lower-level and often new personnel, help desks
often have a reputation for minimal service and buck-passing. It shouldn't be this way, and doesn't have to be; there's a lot of
information out there about how to effectively manage and coordinate help services, and a great deal of information about how
important is to do so. But like many aspects of IT, this knowledge doesn't always make it into the field in many organizations.
Software support is not merely an ongoing issue in the computer business at all levels; by virtue of that fact, it has become a
veritable industry in its own right. There are numerous firms peddling various varieties of help desk software, and a wide range of
consultants willing to offer advice, usually for fairly hefty fees. Certainly many of these programs are worth their cost, and the
consultants usually definitely earn their fees; this isn't a problem easily resolved. However, it's also true that the basic principles
underlying good software support are not all that complicated. Mostly, they're based in the ideas of good marketing, good customer
relations, and good general management. But, as they say, "the devil is in the details." Setting up, establishing, and above all
maintaining consistent levels of technical support service are very complex organizational processes. Getting from the general
principle to a working version is enough to keep the "support of support" industry alive and well.
So what are these "basic principles" that sound good but are hard to implement? Here are two articles that offer reasonable
summaries; note that there is partial but not complete overlap between them, and some rather different ways of phrasing similar
advice:
Vogel, J. (2011, June 1). Seven tips for giving good tech support. The Bottom Feeder. Retrieved from http://jeffvogel.
blogspot.com/2011/06/seven-tips-for-giving-good-tech-support.html
Schiff, J. (2011, September 14). Six helpful customer support software solutions. EnterpriseSAppsToday. Retrieved from
http://www.enterpriseappstoday.com/call-centers/customer-support-software.html
Offering advice is one thing; actually putting that advice into practice is another. The following article provides an interesting
description of the actual support practices of one software vendor. In general, you'll find it to be consistent with the tone of the advice
offered earlier, but it is elaborate considerably on the real world context within which this advice is implemented:
Andrew, R. (2011, October 10). Supporting your product: How to provide technical support. Smashing Magazine. Retrieved from
http://www.smashingmagazine.com/2011/10/10/supporting-product-providing-technical-support/
When you've had a chance to read these articles, review information from the background readings, and perhaps research other
sources on your own, please prepare a 3-5 page paper on the topic:
“How Andrew’s description of support provided for Perch is (or is not) consistent with the advice provided by Vogel
and Schiff”
Please include in your analysis any points of advice that you can derive from Andrew’s description that you believe are not adequately
developed in the two advice articles.
CASE EXPECTATIONS:
Your paper should be between three and five pages. Take a definite stand on the issues, and develop your supporting argument
carefully. Using material from the background information and any other sources you can find to support specific points in your
argument is highly recommended; try to avoid making assertions for which you can find no support other than your own opinion.
You will be particularly assessed on: