Who's been calling?
Busiest months
Top ten reasons to call
10.
(tie)
3.1% Telephone services questions
3.1% Web browsing questions
9.
3.3% Faculty/Staff connectivity (Ethernet and PPP) questions
8.
3.3% Hardware questions
7.
4.0% General information
6.
4.1% General desktop
computing questions
5.
4.6% Administrative
systems questions
4.
5.3% Voice mail questions
3.
7.5% E-mail questions
2.
16.1% Central systems and network questions
1.
36.7% Student connectivity (Ethernet and PPP) questions.
"What's fascinating about this data," Kathy Spako, IT/Help Center,
said, "is that it really reflects how much the user community is able to
do on its own.
"For example, during this period, we received fewer than 100 word processing
questions and only about a dozen spreadsheet questions. As recently as
two years ago, calls about WordPerfect, Microsoft Word, Lotus 1-2-3 and
Microsoft Excel used to account for a majority of the calls."
"Users' needs for help have shifted," Susan Allmendinger, IT/Help Center,
said. "They are much more self-sufficient in using basic productivity tools,
but now they have lots of questions about accessing the network."
December 1997
University of Delaware