In an earlier post, I brought attention to the buzz surrounding automated software support and its possible impact on companies. Now, I want to ask an important follow-up:

Do you consider software support from a live technician a luxury in the current economy? If so, think again. Without it, your company may be inviting chaos. Read more…

Jenny Sweeney Excel, How To, ROI, Worker Productivity automation, Excel, Help Desk, Outsourcing, recession, ROI, self-help support, software support, Worker Productivity

It sounds too easy: Click a button and your problem is solved.

That’s because it is.

Tech publications have been abuzz lately about automated software support, due in part to Microsoft’s soft launch of Fix-It in late 2008. The product, which is still in its early stages, promises uncomplicated, automated fixes for common Microsoft software issues.

It’s a commendable effort. How much it helps the average corporate user, however, remains to be seen. In general, self-help software support does not work as well as assistance from an actual person. Knowledgebases are tech-jargon beasts, and make little sense to computer novices. Read more…

Jenny Sweeney How To, ROI, Worker Productivity automation, CIO, recession, ROI, self-help support, Worker Productivity