[Circulation] IT HELP VIA TEXT

[Suzanne Karanikis]

Hello All, 

You may have noticed new signs, like the one attached to this email,
next to the computers and on the table between the copiers. IT is trying
a new tactic to get information from patrons regarding problems they are
having when printing or opening applications or files. The signs are
next to the public computers to encourage patrons to text their problems
to Gavin, the IT support specialist, while they are still sitting at the
computer. Patrons are asked to list their problem, which operating
system they are using, and which number computer they are using (Gavin
recently taped large numbers to each computer to identify them). This
texting system is not meant to provide instantaneous IT support, but
rather to collect information so that Gavin will have more data to work
with in order to diagnose and fix problems. Of course, he will have the
patron's cell number so he can follow up with them if necessary and we
should do whatever we need to in the moment to help the patron. This
number will only be monitored during his work day, Monday - Friday,
8:30-4:30. You too may text this line if patrons are in a hurry and are
not patient enough to send the text. We are not heavily publicizing this
new procedure yet as it is only a pilot and IT wants to see how it goes
on its own. If it catches on they may encourage patrons to text for
other kinds of IT help. Please feel free to email Gavin at
glofland at hampshire.edu if you have any questions about this email. 

Thank you, 

Suzanne 

-- 
Suzanne Karanikis
Circulation Supervisor
Harold F. Johnson Library
Hampshire College
893 West Street 
Amherst, MA 01002
phone: 413-559-5762
fax: 413-559-5419
 
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