Gregory Szorc's blog

April 08, 2006

Revisiting Computer Help Documentation

Posted at April 8, 2006 02:44 PM in failures of technology .

I just completed a test drive of the new Help Desk knowledge base on campus. It is powered by RightAnswers Self-Service. I saw the product and thought, "Cool, self-service means I can change stuff, like a wiki." I was getting pretty excited. My excitement was raised when I read the following on the product page:

To keep support centers as efficient as possible in the face of mounting challenges, forward-thinking support managers are increasingly turning to self-service applications to reduce support costs while maintaining service quality

Cool, this sounds like a wiki. Let's read more.

Self-Service increases the productivity of end users by empowering them to resolve their own issues. Through Self-Service, users gain access to the information they need, when they need it.

Ahhhh... the power to resolve my own issues. This must mean I can change content if it is wrong. I am really psyched. It sounds like great software! I too can contribute to the knowledge base.

Then, the following:

If a solution is not found, there is a smooth handoff from self to assisted service through integration with your existing help desk software.

WTF? If knowledge doesn't exist in the knoweledge base, a product titled "Self-Service" won't let me add it myself! Instead, I need to open a ticket to have it created. WTF?!?! Really, WTF?

I don't want to get mad at the Help Desk, but I am left with no choice. Warning: I am going to make some scathing remarks. They are the result of the truth as I know it. If I am wrong on any point, please leave a comment for this entry.

This system, from the viewpoint as someone who is concerned about where my tuition money goes, sounds like a scam (from the Help Desk's perspective, it is a great business move). Let me tell you why. The Help Desk is contracted to resolve X number of tickets per time Y. If there are more than X tickets in time Y, they get Z dollars for each extra ticket. Case wishes to minimize the number of tickets filed because it means the service costs less. The Help Desk wants more tickets filed because it means more profit. Case wants it's employees to be happy with support. The Help Desk wants to keep Case people happy about their service or they lose business. Nobody can argue there is common ground there. Now, for this new knowledge base system, in order to update documentation, a ticket is filed by somone at Case. X++; Subtract Z from Case's budget. Repeat. I wouldn't be complaining that much, except...

The Case Wiki already provides knowledge management at Case for free. Why do we need to pay extra for something we have already?

There is a simple solution here:

Case tells the Help Desk to put documentation on the Case Wiki. People find said documentation. What? The information is wrong? You log in and change it yourself. No ticket is opened. No money is lost. Plain and simple. Service deployers can update documenation themselves without having to open a ticket. Users can leave comments about instructions. People can update the documentation to make it easier to follow. Another benefit is that if Case ever switches Help Desk providers, then the knowledge base doesn't disappear with the old provider. Why should Case be billed for opening a ticket requesting that the spelling in an article be corrected? Why should end-users be left out of the loop in developing documentation? Why should service deployers?

The cold hard fact is that the system just isn't favorable to Case. Given the financial operations of the system and the fact that budgets are tight, somebody owes it to the financial well-being of the university to seriously investigate using the Case Wiki or any knowledge base for that matter, as long as it is Case-controlled, for help documentation. We tell the help desk provider to use that system. If, for some unforeseeable reason, we switch help desk providers, the collected knowledge isn't flushed down the toilet.

So, to summarize:

RightAnswers Self-Service is over-marketed software whose functionality could be duplicated and surpassed by free wiki software. Case has such software deployed and it would make financial and logical sense for Case to have a knowledge base there.

Finally, I do not wish to offend anybody working for or affiliated with the Help Desk. They do great work and their service is vital. If I were in their shoes, I probably would have recommended the same course of action for the knowledge base because it is a good business move on their part. However, I am affiliated with Case, so the university's well-being is my agenda. In this matter, Case is getting the raw end of the deal and I have a responsibility as a caring university member to share that observation.

Trackback

You can ping this entry by using http://blog.case.edu/gps10/mt-tb.cgi/7226 .

Revisiting Computer Help DocumentationRightAnswers Self-Service is over-marketed software... Case is getting the raw end of the deal and I have...

Trackbacked from IT End User Help Documentation on Jeremy Smith's blog.

Comments

After reading this a few times, I realized I was a little harsh towards the Help Desk. The article started off as a bashing of RightAnswers Self-Service. I was so angered over this over-marketed under-performing software that I took out my anger on the Help Desk. Still, I still hold that the points I made are valid and, if found to be true, the remedies I proposed should be investigated.

As an aside, I really hate enterprise software. I prefer to promise nothing and deliver the world rather than promise everything and not meet expectations. What leaves your customer with a better feeling after the suit-wearing drones have departed with your check?

Posted by Gregory Szorc at April 8, 2006 04:08 PM

The call center that Case is using in Nashville (not actually part of PerceptIS, a company called FCG) takes call from other institutions and PerceptIS has contracts with other area businesses. This is likely one reason they would not use the Case wiki. Also, as far as I know, the folks at FCG do not have Case IDs so they could not edit content on the Case wiki.

I think you made some good points though Greg. A wiki seems like an excellent idea and we should not have to call them when they advertise "self-service" (but that doesn't benefit them does it?). I remember suggesting a wiki for the scripts when I worked there but management didn't seem to like the idea. I can't recall why. Maybe wikis were too new and they didn't understand the concept?

PerceptIS could set up their own MediaWiki installation though. That seems to make sense, something like "support.perceptis.com" where people could update scripts.

Posted by Aaron Shaffer at April 9, 2006 10:28 AM

In response to Aaron's comments about people at FCG not having Case IDs, they actually do. The group is in LDAP and has the DN of cn=FCG, ou=Contractors,ou=Groups,o=cwru.edu,o=isp

They are right there with Perceptis: cn=PerceptIS, ou=Contractors,ou=Groups,o=cwru.edu,o=isp

(information found via anonymous LDAP bind)

Posted by Gregory Szorc at April 9, 2006 11:37 AM

A movement is under way in the Case Wiki to better organize existing computer help documentation. There is now a Computer Help Category for all articles related to computer help. These articles are also making use of the Computer Help Template to make it easier to find related information.

Posted by Gregory Szorc at April 9, 2006 03:04 PM

All great points. As you know I am a big supporter of open source. When I first set foot on campus I was quite surprised that a university such as Case had no blog or wiki. (I think the guys in ITS can remember because I gave them one month to have a working blog.)

Our average user at Case does not and probably will not ever use a wiki for help. They want to talk to someone. (High cost of doing business versus self help.) That is why we are trying to encourage people to use tools such as Right Answers which could be leveraged better. For those users that use the wiki we should probably find a way for the information that is updated in a wiki to update both the scripts in the Remedy software at the call center and inside the Right Answers package.

We pay PerceptIS for the number of contacts not the number of help desk tickets. We could cut a thousand help desk tickets and as long as PerceptIS did not have to contact the customer, (say they found the information to fix it themselves) it would cost us no more than 1 ticket.

So that being said we have to come up with innovative ways to change a culture here that is very high touch. We have to find a way to nudge them toward self help and in some cases being better trained.

In a meeting today I sat with two people whom complained of a problem that really was not there. All they had to do was read the directions on how to install it correctly. Me solving help desk issues. Now that is really high cost!

My two cents. :-)

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