Cause to Pause

The hot topic of discussion was “help desk monitoring: do you do it and if so…how”.

Some of the first suggestions made were:
Gmail – using labels works, but no reporting
SharePoint
SysAid – First 100 “devices” are free
ZenDesk
Help Desk Pilot
Trackit – integrates with Logmein

Another key point in the discussion was to assign and track issues via a 2×2 grid:

However, when all was said and done, what the end user really wants is just a status update. “Am I on your radar screen?” “Are you even concerned about my problem?” Users like regular updates, even when there is nothing to report. “Still working on it. Haven’t found the solution yet, but we are working on it.” A simple thing that fosters communication and prevents users from just “living with their little issues” until they become big ones.

If your tracking software doesn’t help you do that, it is falling short.

Yep. Been a while since I’ve posted a Shameless Plug. That isn’t to say that there hasn’t been some folks who deserved a shout out. I’ve just been a little preoccupied.
Also, there is one company who I have really been holding out on. I REALLY want to add them to the Shameless Plug list, but so far, no luck. (Hint: they make phone equipment and their initials are AVAYA). Keep watch because I am SURE they will do the right thing. Eventually.

So, without further adieu:

1. Derek Berg, Scott Goodger and Dave Waters. This year’s planners, organizers, and general captains of industry for the Fall FL.CITRT. aka FL.CITRT 2009 ver. 2.0. All the details can be found at FL.CITRT.ORG as well as Derek’s blog, Scott’s blog and Dave’s blog….when they get a chance to post to them. It promises to be better, faster, and more stable than FL.CITRT 2009 ver. 1.0.
2. Reading. As in a book. Made of paper. So far this year I have read more books than any previous year. I think I am at six or seven. Check out my book review page (not all the books qualify for a review). More coming soon. Next up: Max Lucado.
3. Anyone involved in small group ministry. One of the guys in my men’s group has a schedule change and will not be able to make it until after the first of the year. He suggested we record our weekly study so he could listen to it later. I responded “I don’t think we have anything worth taping.” I was soundly rebuked by the group as a whole.
   Think small groups don’t make a difference in people’s lives? Think again.
4. Speaking of Men’s Groups. Honor Guard at Christ Fellowship in Palm Beach Gardens. This has the potential to change men’s ministries as we know them. Follow the CF Men’s page for details or contact them directly.

1. Derek Berg, his wife and the whole crew from Woodland Community Church who are either going or sending on a mission trip. Yes, I posted about it earlier. Shameless Plug Friday.
2. This post about becoming “Search Literate”.
3. San Marco Rolls Saddle. If you are a road cyclist, get one of these. I ditched my fancy carbon fiber, ti railed job and dug this worn out trusty dusty:
   Yes, it weighs more. But you can go faster, longer by being more comfortable. And don’t give me that “there’s no cut-out for my-well-youknow” line. All the pressure is on your “sit bones”. Everyone will be just fine.
   They really are that comfortable. I need to find a new one with a smooth cover.
4. Kudos to the Iranians for finding any way possible to get the word out. Never thought you could get hauled off to jail or executed for sending a tweet.