University of Glamorgan

And finally...

(Move your mouse pointer over each icon for suggested answers)

Distinguish between user support centre and information centre



In what way does the quality of user training affect the help desk?

Good training can help reduce unnecessary calls


What role does a user satisfaction survey play in perception management?

Provides feedback on actual service & perception

Perhaps in completing survey, users realise they get good service


What effect might perception management have on the user satisfaction survey?

Responses should indicate greater satisfaction



Class, A (1998) "Helping hands", Computing, 4 June 1998

Bruton, N (1998) "Helping yourself", Computing, 25 June 1998

Lucas, H C (1989) "Managing Information Services", Macmillan

Peltu, M (1996) "Quieter nights ahead?", Computing, 18 April 1996

Synnott, W R & Gruber, W H (1981) "Information Resource Management", Wiley

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