Impromptu meeting on 16/01/09

Probably have to try lots of small things to see what approaches work. Would like some way of measuring success, but not obvious how..

Casual extended coffee room break - once a week. Invite all staff/pgs to join us for coffee for informal chat; shop talk allowed. Tuesday at 4pm? Reckon MF1 is best as it is more open. Free biscuits??

Unit surgeries (freq?) to make units more accessible to staff/pgs without opening COs up to disruptions in their offices.

One to one walkabouts during total failures is appreciated.

Need to improve knowledge of our services by staff/pgs. Posters to advertise new services or "do you know that you can do X". Google labs have these on backs of doors. We might not get away with that, but we could put up posters in the printer areas - might want poster boards installed.

Service desk is ideal for handling incidents and requests but not for advice and discussion. We don't want COs isolated from other staff & pgs, but on the other hand we don't want them to be swamped with one to one queries; support still seen as best first point of contact, but they can then redirect to COs to provide advice. See surgery idea.

Improve RT handling - often units fix problems and don't inform frontline support how the problem was fixed. Think about how we can improve working with RT.

Support need to know when units are making changes.

Systems blog (ala ECDF). Also status/alert page on WWW - some of which could be drawn from nagios.

Documentation - separate CO documentation from "user" documentation. "User" documentation prob best on plone. Need to discuss where best for CO documentation, but strong support for just one "site" in place of dice.inf, wiki etc.

Probably best having someone responsible for documentation - a documentation editor who structures the documentation and identifies shortcomings and ommisions. Would be good to have someone with more affinity to other staff/pgs than the COS, but...

Ephemeral "documentation" between us (and other staff) via blogs.

Welcome pack for new staff/pgs.

-- AlastairScobie - 20 Feb 2009

Topic revision: r1 - 20 Feb 2009 - 13:57:07 - AlastairScobie
 
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