Sunday morning I woke up at 8:00 AM. Some folks do that every Sunday, but people like me who don't make a habit of reading Poor Richard's Almanac usually sleep in.
After this sudden and irreversible awakening I felt compelled to scribble some notes on an old idea: the virtual helpdesk. The notes are now hanging in my pod on large banners of butcher paper.
I distilled the notes to these themes:
Automated matching: I need help. You want to help. Bingo.
Virtualization of support: phone, remote control, etc. mean physical presence is less necessary.
Trouble ticket software: organizes and guides response.
Support forums: allow provision of support by a professional to a customer with the opportunity for many answers.
Knowledgebase for nonprofit techies: means duplication of effort is reduced.
I imagine putting these together to create a platform for providing effective volunteer technical support to nonprofits anywhere in the English speaking world. These tools could be used in other ways, though.
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