Know It
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The document discusses the challenges faced by IT support staff when assisting users with internet connectivity, emphasizing the need for simple, accessible, and cost-effective solutions that require minimal ICT skills. It outlines the target audience for a product intended for both larger organizations (5-25 staff) and smaller or micro organizations (fewer than 5 staff), with a call for collaboration and testing of the IT Handbook. The document concludes with a call to distribute samples, recruit sponsors, and continue development on version 0.9 of the handbook.
Know It
- 1. What ever happened to the IT Handbook? Mike Veitch UK Circuit Riders Conference 9 th June 2009
- 2. Is the following situation familiar?
- 3. A typical call starts Can you help? I can't connect to the internet this morning.
- 4. Absolutely correct, but will it work? Ok. It'll take a couple of minutes to fix this. All I need from you is the router password
- 5. What's a router? I didn't even know it had a password. Probably not then?
- 6. Frustrating, isn’t it? Thus begins a typical morning
- 7. Can this be sorted?
- 8. The solution must be Not so much a big idea, rather a small idea.
- 9. Simple to use little or no ICT skill or knowledge required The solution must be
- 10. Simple to use Accessible Can anyone use this product? The solution must be
- 11. Paper based Simple to use Accessible A4 paper and a pen or pencil is all you need. The solution must be
- 12. Paper based Supported Simple to use Accessible The users will be able to contribute The solution must be
- 13. Paper based Supported Simple to use Accessible Low cost It is not free but is distributed at cost The solution must be
- 14. Low cost Paper based Supported Must be simple Accessible It may just work Maybe this will be a solution
- 15. A product for larger organisations
- 16. 5 – 25 Staff Most voluntary organisations are in this group
- 17. 5 – 25 Staff A product for larger organisations
- 18. 5 – 25 Staff More than one individual responsible for information
- 19. 5 – 25 Staff Server More than likely to have a server
- 20. 5 – 25 Staff Server Internal email Using exchange or similar product
- 21. 5 – 25 Staff Server Internal email Accidental Techie Likely to have someone who acts as a systems administrator
- 22. 5 – 25 Staff Server Internal email Accidental Techie Support company Relies on external support
- 24. Small or micro organisation
- 25. Fewer than 5 Staff Could be only one or run by volunteers
- 26. Fewer than 5 Staff A product for the small organisation
- 27. Fewer than 5 Staff Maintained by an individual
- 28. Fewer than 5 Staff Peer-to-peer May be using Networked storage and printing
- 29. Fewer than 5 Staff Peer-to-peer Webmail Might use POP3/SMTP or similar
- 30. Fewer than 5 Staff Peer-to-peer Webmail Few skills No person with IT management skills
- 31. Fewer than 5 Staff Peer-to-peer Webmail Few skills No support No formal access to external support
- 33. Larger organisations supported Micro organisations unsupported
- 34. So how does it work?
- 36. Larger organisation support vendor
- 37. Larger organisation support vendor
- 38. Larger organisation support vendor the helpful helpdesk a community interest company
- 43. Larger organisation support vendor knowIT.org.uk the helpful helpdesk a community interest company
- 49. Who can use knowIT?
- 50. VCO and charities Who can use knowIT? Not for profit organisations in the Third Sector
- 51. VCO and charities Circuit Riders Who can use knowIT? ICT staff or volunteers offering support to the sector
- 52. Individuals VCO and charities Circuit Riders Who can use knowIT? Personal use (non – commercial)
- 53. Individuals ICT support vendors VCO and charities Circuit Riders Who can use knowIT? Commercial support companies supplying the sector
- 54. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Who can use knowIT? Trading businesses with a social purpose
- 55. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Have we missed anyone? That should be enough users to start with
- 56. Internet resources Getting support Available on KnowIT website
- 57. Internet resources Circuit riders Getting support ICT riders and other sector support staff
- 58. Support Companies Internet resources Circuit riders Getting support Commercial support companies supplying the sector
- 59. Support Companies ICT Volunteers Internet resources Circuit riders Getting support iT4c can help find volunteers
- 60. Support Companies ICT Volunteers Internet resources Circuit riders Getting support
- 61. What we need to do next
- 62. Distribute samples There are copies of the IT Handbook V0.8 available What we need to do next
- 63. Distribute samples Sign up test users If you wish to join the test then please sign up What we need to do next
- 64. What we need to do next Continue work on v0.9 Distribute samples Sign up test users This is the final design and layout version
- 65. Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users The minimise the cost to the user – a sponsor would help What we need to do next
- 66. Better get on with then Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users
- 67. Development partners Recruiting now
- 68. Thank you for paying attention Mike Veitch