Mon, 24 May 2004 09:49:56 -0400

"Kudos to your son for his advice allowing visitors to scan the whole menu at once instead of one selection at a time as I was. I think there were actually more than three people who had trouble reading the menu links on your "sight" (a.k.a. "site") but, like I did, relied on the attribute change triggered by mouseovers to more easily read the selections and kept the readability issue to themselves. I had thought it a small price to pay for a very useful and informative site. As you and others often remind the Help Desk community, many issues are never known because users will tend to employ their own solutions or work-arounds rather than report problems."
Ed

Response - Thanks for the feedback. I guess when you send something out at 1AM in the morning, you can expect to spell something wrong. I’m glad the changes helped. I will pass the email to my son who will take great pride in winning the “programming wars” in our house.
Julie

Mon, 24 May 2004 08:36:35 -0400

"I really liked this article (Managing the Help Desk: It's a Dog's Life) a lot. Thanks."

Grant

Thu, 20 May 2004 15:41:11 -0400
"I am really impressed with 'The Help Desk Audit Blueprint for Success' book. While attending the HDI conference, I purchased the book. After previewing the content, I ordered three additional books so we can begin the process of auditing our Help Desk.

One comment though, while placing the order online today, I experienced very slow response time on your website. Just thought you would like to know since I did not notice a delay while checking other web sites.

Thanks again for designing an excellent resource for Help Desk managers."

Kathy

Response: It probably has to do with the new menu that no one seems to like. It will be updated soon.

Fri, 30 Apr 2004 16:07:41 -0400
"HI! Very impressed with blueprintaudits.com, but could you get rid of that whole blue-on-black text thing? It's impossible to see, and I would much rather find the link I need right away than scroll through all of them so they can turn white and I can find what I need.vI know that's your color scheme and all, but I would be more apt to use the site if I could see the links.

Thanks for your consideration!!!!"

Jean

Response: Oh boy. Strike three.

Wed, 28 Apr 2004 19:35:32 -0400

"I like the website, but the color and size of the font on the left makes it difficult to read. In my opinion, it should be changed."
Clay

Response: Okay now, that is two suggestions for the same thing. Maybe I should do something about it :)

Thu, 22 Apr 2004 22:20:18 -0400

"The site looks great. I do want to provide you with one suggestions. The dark blue on black is very hard to read. I would suggest that you either go with a light blue or consider changing the black to a gray. Perhaps a gray background color like on a real blueprint."

Rick

Response: Great suggestion and thanks for checking out the site and adding to the reference list. I have been making updates over time and let me see if in the next round I can figure out how to make it easier to read.

Wed, 25 Feb 2004 08:18:06 -0500

"I hope you take my comment as constructive feedback so you can continue to grow your website by providing excellent content. I was very excited to read the article this week but was disappointed when I realized there were no active links to the websites the author references. I wrote to [the author] to get more information and learned that the websites don't actually have the videos she mentions. It was a letdown..(edited)..This may be a lesson for your team as well to research references and links before posting articles on your site.

I've attended sessions of yours at HDI in the past and know you are serious about your work. We're all about great service these days, so I just wanted to pass this along as food for thought. I do love your site and look forward to the articles each week. This experience won't affect that."

K. Ekanger

Response: Thank you so much for your feedback. I have updated all the links and made them active in the article. The one video I found is on Comedy Central at the permission of SNL.
All other references have been updated as well. I really do appreciate your comments and your continued support.

Wed, 29 Oct 2003 15:15:34 -0600

"Julie, thank you very much. These are very good. We have recently combined our Corporate Help Desk, NOC, Operations and Production Recovery teams into the ROC. This has been a huge under taking and is by no means complete. However we are functioning well and have seen tremendous benefits and successes from the move. I have enjoyed your regular updates and as I mentioned these PPT's are great."

Thanks,
M. Pyle

Tue, 28 Oct 2003 11:28:57 -0500

"I manage a help Desk of a similar size, having a great help desk software is the key. I used Project Trak that sits on top of Lotus Notes and this software come with a built-in Knowledge base feature. What we do, as we discover new fixes to solve issues, I designate one person from my staff to add the documentation in our knowledge base for future reference. I may be of additional help if the person wants to email me directly. Hope that helps, thank you."

B. Jeremie

Thu, 25 Sep 2003 14:54:28 -0500

Thank you very much for acting so quickly and properly on the passage of this new California law. I would like to take this opportunity to express my support for the service you are providing and reaffirm my interest in receiving your weekly newsletters in their current form. I have found the content of the newsletters to be timely, informative and useful. I look forward to participating in the growth and success of Blueprint Audits.com as time goes on. I am hoping to become a contributor to, as well as a consumer of your fine service. Please continue to include me on your list so that I might gain the benefit of the knowledge base you are gathering. Allow me, too, to congratulate you on exhibiting the kind of integrity that is so needed in the current business environment.

Very best regards,

M. Romain

Thu, 25 Sep 2003 10:10:50 -0400

"Customers – The Doctor is In

I cannot find this on your website .... "Can a helpdesk be successful if the staff is also required to operate a data center (tape backups, controlling access and managing equipment changes). We are having this problem and would love to read your response."

Thanks
Elaine

RESPONSE - Try the Help Desk Doctor off the first page. It is also under customers/The doctor is in.-- Julie

Wed, 24 Sep 2003 20:33:07 -0400

"Your weekly email references an appearance by Kirk in Austin on Oct 7th and says to stop by the web site for more info. Assuming the web site is Blueprints, I do not find the info. In the workshops section, it is not listed under any of the tabs. Where is the info hidden? Or was it a timing issue where the email was sent before the web site has been updated. I have seen that happen before."

Steve Sherlock

RESPONSE - Nope, this was my mistake. I did not look closely at the material that Kirk provided and did not connect it to the HDI local chapter. I have fixed this for the remainder of his presentations in 2003. Thanks for bringing this to my attention.-- Julie

Thu, 18 Sep 2003 12:44:26 -0400

Love the site! I think I'll feature it as a resource in my November issue(Contact Center focus).

J. Jainschigg
Editor in Chief
Communications Convergence Magazine
CMP Media LLC

Wed, 16 Jul 2003 10:00:27 -0400

"Are you going to be sending an email newsletter? I find it difficult to remember to check informational websites frequently."

Sincerely,

A.M.

RESPONSE - This request resulted in our sending out weekly emails to remind our customers of new content to the website. -- Julie