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<TITLE>Re: [Wocky] Jabber service information</TITLE>
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<FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>Hi Justin,<BR>
I can’t comment on the first two bullet points, but I can give some brief comments on the third.<BR>
<BR>
Email impacts the help desk in three ways:<BR>
</SPAN></FONT><OL><LI><FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>the help desk fields questions about email setup or email usage.
</SPAN></FONT><LI><FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>the help desk uses email to communicate with clients.
</SPAN></FONT><LI><FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>the help desk uses email to communicate among ourselves .<BR>
</SPAN></FONT></OL><FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'><BR>
The primary impact of jabber has been of the third type – help desk staff using Jabber to chat with each other, perhaps to ask whether another person can help with a particular report ticket. The change is not revolutionary change – it is more evolutionary. MIT has an older chat/IM system, locally built, and still reasonably popular. However, newer staff who are not familiar with the older chat/IM system or who may have struggled with it usually find Jabber easier to use, and are more quick to use Jabber to IM someone else for consultation.<BR>
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The help desk doesn’t currently use Jabber to communicate with clients, so there is no impact in that way.<BR>
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The help desk occasionally gets questions about configuring or using Jabber, but these questions are quite rare. My off-the-cuff guess is that the ratio of Jabber questions to email questions is less than 1:100. Jabber has simple setup instructions, and not as many ways to go wrong as email does. Very minimal impact here.<BR>
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Sincerely,<BR>
<BR>
-- <BR>
Jacob Morzinski <<a href="morzinski@mit.edu">morzinski@mit.edu</a>><BR>
Client Support Services<BR>
Information Services and Technology<BR>
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Reminder: IS&T staff will never ask for your email password,<BR>
nor will we send you email requesting your password information.<BR>
Please continue to ignore any email messages which claim to<BR>
require you to provide such information.<BR>
<BR>
<BR>
<BR>
<BR>
On 2/13/09 1:41 PM, Justin Azoff <<a href="JAzoff@uamail.albany.edu">JAzoff@uamail.albany.edu</a>> wrote:<BR>
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</SPAN></FONT><BLOCKQUOTE><FONT FACE="Calibri, Verdana, Helvetica, Arial"><SPAN STYLE='font-size:11pt'>* Compared to a service like email, what impact (if any) did it have on<BR>
your helpdesk?<BR>
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