From Library Journal
Czegel covers all aspects of help-desk design and implementation: staffing, training, evaluation, problem resolution, tracking, marketing, and outsourcing. She covers traditional help desks with telephones and the new help desk on the Internet. Aimed at business managers and information technology departments supporting commercial products, this book will work for general circulating collections that support businesspeople as well as corporate collections. There is also a close fit between the business help desk and the public library reference desk that is providing service for walk-up patrons, voice and FAX phone access, and information via E-mail and the web; as such, this may be useful for libraries considering expanding reference access.
Copyright 1998 Reed Business Information, Inc.
"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)
"...Barbara Czegel has written a book that will hold your hand if you have to set up or manage a helpdesk and aren't perhaps the most technical or even most organised person in the organisation. The focus of this book is not just on the how, but the why. Czegel writes in a straightforward, uncluttered style, with plenty of insights and lots of checklists..." (Local Government Executive, October 2001)