Middlebury

Difference between revisions of "Talk:Helpdesk Draft Documentation"

(Backup of old organization of main Helpdesk page)
 
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Guys, I just reorganized the Helpdesk main page. Please give feedback! If you really really don't like the new organization, here's the old structure just copied & pasted:
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'''Topher''' (14 Jan 09):I took the liberty of spreading out each section of the Helpdesk page. Here's my rationale: We need to be able to reach all articles pretty quickly - so it does make sense to have most or all articles directly linked from the main page (for now). However before, those links were all clustered together. Now they're laid out in groups and sub-groups vertically. This isn't "efficient" as far as making the page as compact as possible, but compactness doesn't matter as much as clarity of organization. This layout takes full advantage of the "Table of Contents" box at the top of the page, which provides hotlinks to each section.
  
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Sections to add:
  
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*[[How to partition hard drive using Ubuntu live CD]]
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*[[Emergency live CD uses]]
  
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<br>
  
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-- [[User:Petar Mitrevski|Mitrevski, Petar]] 16:26, 17 November 2009 (UTC) Re: Clutter, reorganization, public facing, searchable, password protected, etc
  
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About the infrastructure page (and this is true in general)<br>The biggest complain I've heard about the wiki is the search engine. People are more used to the google-style search engine. Moving anything to the internal wiki removes it from the google search index (go/search). In addition, it requires that you authenticate to access the information. In theory, these two factors ("lesser" search engine, authentication) can make information hard to use/find. In practice, I don't know how much the call center/walk-in uses go/search (and the wiki in general). I personally don't care, I just need a place where I can dump information. <br>
  
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Potentially, what would be appropriate is to have three segments:
  
[[Category:Helpdesk]]
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mediawiki/wiki/LIS/Helpdesk:<br>- no authentication, <br>- Google searchable, <br>- wiki searchable, <br>- public facing
  
===[[Editing protocol]]===
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mediawiki/wiki/LIS/HelpdeskCentric (or call it something more appropriate)<br>- no authentication, <br>- Google searchable, <br>- wiki searchable, <br>- does not clutter public facing side of Helpdesk wiki, but may be accessible via a single link on the main LIS or main Helpdesk page ("More Helpdesk Topics" or "Advanced Helpdesk Topics" or something to that extent)
Please read this if you want to contribute to the Helpdesk wiki and/or understand how it's organized.
 
  
===[[Policy|Helpdesk Policy]]===
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mediawiki/wiki/hi <br>- authentication required<br>- NOT google searchable<br>- Wiki searchable after authentication
A breakdown of the dos and the don'ts, of what we can support and what we can't support.
 
  
===[[Resources]]===
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What is the ultimate goal of moving content away from the LIS/helpdesk wiki: <br>- Unclutter the main "portal" pages?<br>- Unclutter the search engine results in the wiki?<br>- Unclutter the search engine results in go/search?<br>- All of the above?
Resources and useful links. I think this section name is too general.
 
--[[User:Chunt|Hunt, Christopher]] 09:20, 11 July 2008 (EDT)
 
  
===[[HEAT]]===
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Different approaches can be taken to achieve some combination of the above, without losing usability. The question comes back to how do we envision the wiki being used by the Helpdesk staff and students. Searched from the wiki? Searched from google or go/search? Mainly accessed from a portal page or different portal pages? A combination of these methods (if so, what combination)?<br><br>
Tips, things to include, common confusing ticket types, other stuff to know about HEAT.
 
--[[User:Chunt|Hunt, Christopher]] 18:21, 10 July 2008 (EDT)
 
  
===[[Email configuration]]===
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[[Category:Helpdesk]]
From Outlook to iPhones, all information re: correctly configuring e-mail accounts should go here.
 
--[[User:Chunt|Hunt, Christopher]] 21:23, 10 July 2008 (EDT)
 
 
 
===[[Language school configuration]]===
 
All language / summer school configuration / troubleshooting information.
 
--[[User:Chunt|Hunt, Christopher]] 16:07, 26 July 2008 (EDT)
 
 
 
===[[Network Troubleshooting]]===
 
Quick but detailed steps for troubleshooting network issues in Windows and Mac OS X.
 
--[[User:Pmitrevs|Mitrevski, Petar]] 12:50, 11 July 2008 (EDT)
 
 
 
===[[How-Tos for specific applications]]===
 
Non-troubleshooting tasks related to applications. Basically these should be concise instructions on how to perform a certain function in a certain application. E.g. How to export a Filemaker database of records to an Excel spreadsheet.
 
--[[User:Pmitrevs|Mitrevski, Petar]] 15:28, 28 July 2008 (EDT)
 
 
 
===[[Problems and Troubleshooting]]===
 
Information, troubleshooting steps, etc. that will come in handy when things aren't running as they should be. Everything from hardware to viruses to compatability.
 
--[[User:Chunt|Hunt, Christopher]] 09:20, 11 July 2008 (EDT)
 
 
 
===[[Operating System]]===
 
Specifics for Operating System versions - "how to get to xxx with Vista?"
 
--[[User:burt|Burt, Nate]] 17:16, 16 July 2008 (EDT)
 
 
 
===[[Infrastructure]]===
 
Systems in use, accounts, and all the other stuff in the background that make network computing work.--[[User:Burt|Burt, Nate]] 20:51, 17 July 2008 (EDT)
 

Latest revision as of 13:49, 19 February 2010

Topher (14 Jan 09):I took the liberty of spreading out each section of the Helpdesk page. Here's my rationale: We need to be able to reach all articles pretty quickly - so it does make sense to have most or all articles directly linked from the main page (for now). However before, those links were all clustered together. Now they're laid out in groups and sub-groups vertically. This isn't "efficient" as far as making the page as compact as possible, but compactness doesn't matter as much as clarity of organization. This layout takes full advantage of the "Table of Contents" box at the top of the page, which provides hotlinks to each section.

Sections to add:


-- Mitrevski, Petar 16:26, 17 November 2009 (UTC) Re: Clutter, reorganization, public facing, searchable, password protected, etc

About the infrastructure page (and this is true in general)
The biggest complain I've heard about the wiki is the search engine. People are more used to the google-style search engine. Moving anything to the internal wiki removes it from the google search index (go/search). In addition, it requires that you authenticate to access the information. In theory, these two factors ("lesser" search engine, authentication) can make information hard to use/find. In practice, I don't know how much the call center/walk-in uses go/search (and the wiki in general). I personally don't care, I just need a place where I can dump information.

Potentially, what would be appropriate is to have three segments:

mediawiki/wiki/LIS/Helpdesk:
- no authentication,
- Google searchable,
- wiki searchable,
- public facing

mediawiki/wiki/LIS/HelpdeskCentric (or call it something more appropriate)
- no authentication,
- Google searchable,
- wiki searchable,
- does not clutter public facing side of Helpdesk wiki, but may be accessible via a single link on the main LIS or main Helpdesk page ("More Helpdesk Topics" or "Advanced Helpdesk Topics" or something to that extent)

mediawiki/wiki/hi
- authentication required
- NOT google searchable
- Wiki searchable after authentication

What is the ultimate goal of moving content away from the LIS/helpdesk wiki:
- Unclutter the main "portal" pages?
- Unclutter the search engine results in the wiki?
- Unclutter the search engine results in go/search?
- All of the above?

Different approaches can be taken to achieve some combination of the above, without losing usability. The question comes back to how do we envision the wiki being used by the Helpdesk staff and students. Searched from the wiki? Searched from google or go/search? Mainly accessed from a portal page or different portal pages? A combination of these methods (if so, what combination)?

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