Quality Control and User Feedback
- Offer the users a simple address and telephone number for
getting help.
- The Manager on Duty (MoD) helps the users and the helpdesk
members alike.
- Reopen 'solved' cases that don't satisfy the users.
- Make technical information available on the web as Questions&Answers
(a major update of the Knowledge database is being done, content and structure-wise).
- Plan Remedy reconfiguration soon again to implement checking
of answers by the MoD before they are sent to the user.
- Offer the users an additional fallback address (comments,
complaints, thanks): user.relations@cern.ch
CERN report on User Support
HEPiX Fall 2002
