The role of the help desk in the strategic management of information systems

Rita Marcella (School of Information and Media, The Robert Gordon University, Aberdeen, UK)
Iain Middleton (School of Information and Media, The Robert Gordon University, Aberdeen, UK)

OCLC Systems & Services: International digital library perspectives

ISSN: 1065-075X

Publication date: 1 December 1996

Abstract

Draws on a recently completed British Library Research and Development‐funded project investigating key factors in help‐desk success. Describes the methodology of survey by questionnaire and case studies. Summarizes the results briefly and focusses specifically on the results which feed into a discussion of the potential of the help desk in enabling an organization or its customers to gather data on systems use, plan and implement IT development strategies and assess their impact on attitudes to IT.

Keywords

Citation

Marcella, R. and Middleton, I. (1996), "The role of the help desk in the strategic management of information systems", OCLC Systems & Services: International digital library perspectives, Vol. 12 No. 4, pp. 4-19. https://doi.org/10.1108/10650759610153993

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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