• Proceedings of the Korean Society for Information Management Conference
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• 2004.08a
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• pp.141-145
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• 2004

Help-Desk 서비스는 도서관 현장에서 사서가 이용자와 직접 대면하는 서비스로 이용자가 도서관을 이용할 때 일어나는 커뮤니케이션이다. 이는 최초의 지식관리활동이다. 이용자의 요구에 따라다양하게 제공되고 발생되는 Help-Desk 서비스는 이용자 질문-해답서비스, 이용자 교육서비스, 참고정보서비스, 전자우편서비스, 전자게시판, 개인정보관리, SDI, 공개자료, 교수연구지원서비스 등이다. 이 연구는 국내 대학도서관의 Help-Desk 서비스 실태를 조사·분석하여 사서와 이용자 사의의 바람직한 지식관리유형으로서 Help-Desk 지식관리를 제시하고자한다.

• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.423-449
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• 2004

In the knowledge society the main resource is knowledge, and the role of library to manage knowledge and information is very important. Therefore it is necessary to knowledge and information management that provides on demand service to user. The purpose of this research is to design model for web-based help-desk knowledge management system. This study used Qualitative methods as interviews and surveys through BBS and e-mail on information service in the university libraries. Here the investigated component factors are followings Q/A service user's education service to use the library, user's online reference service, e-mail service, FAQ service electronic service(BBS), lecture and research service for faculty, my library, SDI service, and open data service. This study was financially supported by Chonnam National University in the program, Post-Doc. 2002.

• Proceedings of the Korean DIstribution Association Conference
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• 2000.05a
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• pp.3-19
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• 2000

롯데 인터넷백화점 현황 $\square$ NON - STORE RETAILER : 무점포소매업(통판) $\square$ REAL - RETAILER : 점포소매업(물류기능 + HELP DESK + 카드결제가능) $\square$ E - RETAILER : 편리성(INTERNET / 24H) $\textbullet$ FULFULLMENT:수주에서 배달,고객 고충처리까지 $\textbullet$ 물류기능 + HELP DESK + 카드결제가능 $\textbullet$ REAL- RETAILER + E - RETAILER (중략)

• Korean Management Science Review
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• v.19 no.2
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• pp.179-189
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• 2002

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.

• Proceedings of the Korea Information Processing Society Conference
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• 2002.11b
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• pp.1273-1276
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• 2002

슈퍼컴퓨팅센터는 현재 Cray T3E, NEC SX-5, Compaq SMP, IBM p690 등의 시스템을 보유하고 있으며, 1년 평균 600구좌 이상의 슈퍼컴퓨팅 서비스를 제공하고 있다. 이에 따라 사용자의 기본 시스템 사용법, 프로그램 컴파일, 디버깅 및 상용 프로그램 사용 관련 질의가 하루 평균 수십 건씩 이루어지고 있다. 이러한 사용자 상담 창구의 일원화 및 효율화를 위해 이미 HelpDesk를 운영하여 사용자 질의를 진화, 웹 게시판, 메일 등을 통하여 접수받아 처리하고 있다. 하지만, 이와 같은 방식은 같은 질의가 빈번할 경우 담당자가 동일한 질의 해결에 많은 시간을 소비하게 한다. 이러한 슈퍼컴퓨터 사용 시 발생하는 문제를 체계적으로 상담하기 위해 각 사용자 질의를 티켓(Ticket)이라는 한 개의 이벤트로 표시하고, 이러한 티켓에 의거 문제를 해결하기 위해 여러 관련 담당자 상호간에 협력할 수 있도록 사이버 HelpDesk 시스템을 구현함으로써 사용자에게 신뢰성 있는 서비스를 제공할 수 있게 하였다.

• Proceedings of the Korea Information Processing Society Conference
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• 2001.10a
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• pp.243-246
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• 2001

현재 국내에서 가장 많이 쓰이는 분산 미들웨어 기술은 크게 세가지로 구분할 수 있다. OMG(Object Management Group)의 CORBA(Common Object Request Broker Architecture), 마이크로 소프트사의 DOCM/COM+ 그리고 썬(SUN)사의 EJB(Enterprise Java Beans)이다. 이 분산 미들웨어 기술들은 분산환경에서 시스템들간의 운영체제나 프로그래밍 언어에 관계없이 객체 서비스를 제공하여 독립적이고 표준화된 환경을 제공한다. 본 논문에서는 한국통신 초고속사업 중 NMS HelpDesk System(고장관리시스템)의 구축사례를 소개한다. 개발된 시스템은 분산 미들웨어 기술을 이용하여 DCOM/COM 응용시스템, CORBA 서버, 데이터베이스 응용시스템, 그리고 최종 운영자용 웹 인터페이스 시스템 둥으로 구성된 대규모 분산시스템이다.

• Journal of Korea Multimedia Society
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• v.9 no.11
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• pp.1496-1502
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• 2006

Researches, studies, and most administration services at the universities are currently carried out through computers. So the IT infrastructure and. the information system of the university are becoming complicated. When a user has problems in using the information system, it is very difficult to get solution for that problem even a computer center or a help desk exists. In this paper we propose a method to establish a service desk based on the ITIL(Information Technology Infrastructure Library) to support efficient learning at the universities. The proposed method in this paper can be used to establish a systematic learning support system when errors of computation happen in learning, researches, and administrative tasks at the universities.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Journal of Information Management
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• v.38 no.2
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• pp.175-190
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• 2007

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• 한국상하수도협회지
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• s.16
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• pp.68-71
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• 2006