[MNASIS-L] ASIST meeting April 9 - Making Metrics Work for You

[Ann Treacy]

Making Metrics Work for You - April 9 - 5:30-7:00

Help Desks answer questions for users all day long (often into the night).
Sometimes the user doesn't really understand what they need or how to
explain their problem. Some questions are common, some are anomalies. Sound
familiar?!

Help Desks also understand the power of metrics! They track call volumes,
time of calls, topics, users, success rates and more. They can run reports
that would know your socks off (or better yet - knock off the socks of your
CEO). Their greatest secret is that they have systems that track the info
for them so that they have the metrics at their fingertips to analyze
staffing, recognize trends, and prepare for the future. We librarians and
information professionals could pick up some tricks from the Help Desks. We
invite you to learn more!!

Suzanne Wichterman, Manager of IT Customer Contact and Administration from
the Federal Reserve Bank is coming to answer questions and tell us about
Knowledge Management Data systems, particularly HEAT
(http://www.frontrange.com/heat/) and Knowlix
(http://www.frontrange.com.au/heat%5C60_knowlix.asp).

We are trying a new format with this meeting - cheap and informal. The cost
is $5 to cover light snacks and drinks. Please RSVP via email so that we
have a good count for food - also since this is a new format please let us
know what drinks would interest you: pop, water, coffee, wine, or other. You
can pay the $5 at the door.

WHEN: 5:30-7:00 April 9
WHERE: MTI - 111 Third Ave S - downtown Mpls
COST: $5 payable at the door
DIRECTIONS: http://www.minnesotatechnology.org/about/parking.asp 
PARKING: Some free parking is available after 5:00 - please send an email to
receive a parking voucher to put on your dashboard. Metered street parking
is available. There is a public lot across the street.
RSVP: to atreacy at treacyinfo.com  or call Denise Cumming 612-373-2908

Hope to see you there!  Thanks!   Ann

Ann Treacy
Treacy Information Services
1841 Fairmount Ave
St Paul MN 55105
612-670-3087
www.TreacyInfo.com


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