Average customer rating:
- Great reference/cheat sheet
- Book for new managers
- A good guide
- Who needs this?
- Helpful Tool
|
Effective Phrases for Performance Appraisals: A Guide to Successful Evaluations
James E. Neal
Manufacturer: Neal Publications
ProductGroup: Book
Binding: Plastic Comb
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Perfect Phrases for Performance Reviews : Hundreds of Ready-to-Use Phrases That Describe Your Employees' Performance
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Perfect Phrases for Setting Performance Goals : Hundreds of Ready-to-Use Goals for Any Performance Plan or Review
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Performance Appraisal Phrase Book: The Best Words, Phrases, and Techniques for Performance Reviews
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101 Sample Write-Ups for Documenting Employee Performance Problems
ASIN: 1882423119 |
Customer Reviews:
Great reference/cheat sheet.......2007-07-26
I have used this book on all my performance reviews, it is so good, that I could not stop picking phrases from it, and my boss had to tell me to be "less verbose" in my self assessment!
Book for new managers.......2007-07-15
This book was recommended in one of my management classes. I was able view it during one of the class breaks. Immediately, I knew it will save me time and effort. Many useful phrases to help and prompt thoughts for reviewing team members.
A good guide .......2007-07-05
I purchased this guide for the supervisors on my team because it gives phrases to use when appraising employees. Its also gives phrases to use when writing awards or other evaulations of performance. The guide is organized into different areas-teamwork, communication skills, productivity, etc. which helps find helpful phrases to use. This guide is simple but elegant in its usefulness.
Who needs this? .......2007-06-12
If I sat on a toilet all day thinking of sycophantic half-sentences, this is probably what I'd come up with. I hate to think about what the brain-dead, incompetent boob who needs a book like this looks like.
It's management speak like this crap that inspired movies like Office Space and television shows such as The Office and Just Shoot Me. On that note, maybe I should give this book five stars.
One thing's for certain, anyone in your office who orders this book should be fired immediately.
Helpful Tool.......2007-05-16
Very helpful tool in writing performance reviews and avoiding redundancy when writing performance reviews.
Average customer rating:
- Buy this Book!
- Over-raed approach to stern looking dashboards
- Another Tech Book Killed by Frills and Filler
- Excellent Treatment of the Material
- Great design principles
|
Information Dashboard Design: The Effective Visual Communication of Data
Stephen Few
Manufacturer: O'Reilly Media, Inc.
ProductGroup: Book
Binding: Paperback
Software Development
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Performance Dashboards: Measuring, Monitoring, and Managing Your Business
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The Visual Display of Quantitative Information, 2nd edition
ASIN: 0596100167 |
Book Description
Dashboards have become popular in recent years as uniquely powerful tools for communicating important information at a glance. Although dashboards are potentially powerful, this potential is rarely realized. The greatest display technology in the world won't solve this if you fail to use effective visual design. And if a dashboard fails to tell you precisely what you need to know in an instant, you'll never use it, even if it's filled with cute gauges, meters, and traffic lights. Don't let your investment in dashboard technology go to waste.
This book will teach you the visual design skills you need to create dashboards that communicate clearly, rapidly, and compellingly. Information Dashboard Design will explain how to:
- Avoid the thirteen mistakes common to dashboard design
- Provide viewers with the information they need quickly and clearly
- Apply what we now know about visual perception to the visual presentation of information
- Minimize distractions, cliches, and unnecessary embellishments that create confusion
- Organize business information to support meaning and usability
- Create an aesthetically pleasing viewing experience
- Maintain consistency of design to provide accurate interpretation
- Optimize the power of dashboard technology by pairing it with visual effectiveness
Stephen Few has over 20 years of experience as an IT innovator, consultant, and educator. As Principal of the consultancy Perceptual Edge, Stephen focuses on data visualization for analyzing and communicating quantitative business information. He provides consulting and training services, speaks frequently at conferences, and teaches in the MBA program at the University of California in Berkeley. He is also the author of Show Me the Numbers: Designing Tables and Graphs to Enlighten. Visit his website at www.perceptualedge.com.
Customer Reviews:
Buy this Book!.......2007-09-12
This book is great, it gets to the point, tells you what you need to know, provides many examples and is entertaining at the same time. The people who are still fascinated by all the colors in their kids Crayola boxes probably would object to some of Few's points.
Over-raed approach to stern looking dashboards.......2007-09-03
The key elements of dashboard design (avoid clutter, focus and limit visual cues, beware of rainbow colors, carefully chose when to show numbers, tables or (appropriate) graphs), converted in a very lengthy and expensive piece of litterature. And the results is by all accounts debatable in terms of look and feel, in particular as very little attention is given to who your audience is...
I would not recommend this book.
Another Tech Book Killed by Frills and Filler .......2007-09-02
There can be no doubt that the pages of this book contain some of the most original and decisive ideas about dashboard design of any book to come out on the market. Yet this strength cannot quite redeem it. This book is mostly pictures, figures, and graphs, many of which are not needed. The same could be said of dashboards in general. The prose is watered down and childlike, as if the author would spoon feed his ideas, one per chapter, to an infant audience. In the end I am forced to conclude that, like many tech books in HCI, a hard core text filled with complex ideas, lean, well-written chapters, and something like wit is both outside the reach of its authors and outside the bounds of contemporary techie marketing. This book may sell, but it does nothing to promote a sophisticated, confident HCI core at a time when awareness of the profession is still patchy. It will be a great day for HCI when its "Gurus" stop condescending to their audience.
Excellent Treatment of the Material.......2007-08-17
This is an easy to read book which does a fantastic job of conveying the topic material. I strongly agree with Few's perspective and think that you wouldn't go wrong with a design that's in alignment with this book.
Great design principles.......2007-08-08
This manual is a great resource for best practices and principles for designing dashboards. It doesn't matter if you buy or build, the material is golden.
Average customer rating:
- Simplistic
- Excellent for College Students in Business
|
Effective Writing: Handbook for Accountants (7th Edition)
Claire B. May , and
Gordon S. May
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Paperback
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Intermediate Accounting
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Accounting Information Systems
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Cost Accounting (12th Edition) (Charles T Horngren Series in Accounting)
ASIN: 0131496816 |
Customer Reviews:
Simplistic.......2007-05-14
I work in a CPA firm and found this book to recommend simplification in writing to the point of absurdity. It is a fact that there is a 'language' for business, and this book spends far too much time advising the reader to take complex or wordy phrases and simplify them to an almost moronic degree. While I agree that business writing is often overly and unnecessarily convoluted, this book seems to ignore a business-like paring down and instead invite the reader to return to elementary-school quality writing. I definitely did not feel that the book was a worthwhile investment, especially at the inflated price for which it retails. It is possible that it would benefit those in the accounting field whose clientele are completely non-business oriented or have little business knowledge.
Excellent for College Students in Business.......2007-03-08
I'm an accountancy major at The University of Illinois at Urbana-Champaign. This has greatly helped me on my group cases where I write memorandums and other professional communication. Writing hasn't come easily for me (like numbers have) but this book helps me find my weaknesses and gives me suggestions for them. At first I wondered why such a small book was so expensive, but the price is definitely worth it!
Average customer rating:
- Writing That Works
- Writing That Works
- Great reference
|
Writing That Works: Communicating Effectively on the Job
Walter E. Oliu ,
Charles T. Brusaw , and
Gerald J. Alred
Manufacturer: Bedford/St. Martin's
ProductGroup: Book
Binding: Paperback
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The Business Writer's Handbook, Eighth Edition (Business Writer's Handbook)
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ASIN: 0312448449 |
Book Description
Writing That Works is unique among business and professional writing textbooks. The book's advice on the writing process, abundant workplace samples, guidance on working to deadline, and practical assignments all draw on the author team's real-world and academic experiences. Honed by the suggestions and contributions of more than a hundred teachers and writers over nine editions, Writing That Works is an invaluable resource for both students and practitioners of business and professional communication. Streamlined for ease of use, packed with fresh examples and assignments, and now available for course management systems, Writing That Works works better than ever before.
Customer Reviews:
Writing That Works .......2007-10-10
This book is a great reference for doing exactly what the title says," Communicating effectively on the job". We used it as our main text for a business writing class I took and I would never sell this book back after the fact. It's an easy read, clearly explained, and there are several examples as well as a corresponding website. It's the first thing I reach for when I need to write any business correspondence. Good buy.
Writing That Works.......2007-10-10
This appeared to be a brand new, unused book, although it was sold as "almost like new". Great quality, and quick service.
Great reference.......2006-03-10
This book was a great reference for me when I wanted to write a business proposal, memorandums, and a rhetorical analysis. Great grammar tools in the back as well and easy to follow.
Average customer rating:
|
Effective English for Colleges (with CD-ROM and InfoTrac )
Jack E. Hulbert , and
Michele Goulet Miller
Manufacturer: South-Western College Pub
ProductGroup: Book
Binding: Spiral-bound
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Microsoft Office 2003 - Illustrated Brief Microsoft Windows XP Edition (Illustrated (Thompson Learning))
ASIN: 0324222882 |
Book Description
Learn grammar the easy way with EFFECTIVE ENGLISH FOR COLLEGE! Concept reviews, examples, and applications will help you improve your grammar and usage skills. Features such as Apply Your Knowledge and end-of-chapter reviews help you ensure that you have mastered concepts before moving forward. You'll have numerous opportunities to practice your skills before each exam with features such as CheckPoints and Timely Tip Margin Notes integrated throughout the text.
Average customer rating:
- Good writing tips but not applicable to dynamic workplace
- A LONG history with this title...
- Excellent. Easy to read or use as a reference.
- Poorly Written, Hard to Understand
- Useful, but a bit too general
|
Writing Effective Policies and Procedures: A Step-By-Step Resource for Clear Communication
Nancy Campbell
Manufacturer: AMACOM/American Management Association
ProductGroup: Book
Binding: Plastic Comb
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Procedure Writing: Principles and Practices
ASIN: 081447960X |
Book Description
A step-by-step resource for clear communication of all types of policies and procedures.
Policies and procedures—they're what make a company run efficiently and legally. Now managers have a definitive guide to creating accurate policies and procedures documents. The book is useful for professionals in such areas as:
• health and safety
• human resources
• office management
• administration
• quality
• manufacturing
• customer service
• finance and accounting.
Readers will enjoy the unusually friendly, informal approach of this book. Loaded with examples, checklists, guidelines, quick tips, work plans, and forms, it is ready for immediate use. The book shows how to:
• write (and design) documents clearly (so employees will understand and follow the policies)
• plan, analyze, and research each element
• help employees increase efficiency, reduce mistakes and frustration, and save time and money—by providing clear guidelines to follow
• avoid legal mistakes that can get a company in trouble.
Customer Reviews:
Good writing tips but not applicable to dynamic workplace.......2007-03-13
Some of the basic writing tips regarding word choice, sentence length, reading level, and formatting are great. The rest might apply if your company has never documented its policies and procedures before or if you work in a static workplace (government office?) where policies or procedures are added or changed only a couple of times a year (do people really still print these on paper?) However, if you work at a dynamic, constantly changing company that must respond to thousands of different customer queries a day, much of the advice is not applicable.
A LONG history with this title..........2006-04-04
I have used this book frequently as a business consultant and teacher over the last 10 years. It is THE "How To" book on the subject. It goes very well with POLYPROC Policies and Procedures (also available on Amazon - search on Polyproc or Sarbanes Oxley).
Excellent. Easy to read or use as a reference........1999-11-09
No dry reading about theory here. Ms. Campbell has created a very useful tool.
Poorly Written, Hard to Understand.......1999-11-03
I found this book hard to understand and it didn't follow any great pattern or flow.
Useful, but a bit too general.......1999-05-18
The book is easy to read and understand. It provides helpful guidelines and background material to design procedures. It works a bit as a checklist, in order to remember all the elements in procedure writting. However, it's not meant for any particular industry, and is very general. I would have liked to find more specific examples, and maybe sections for particular industries.
Average customer rating:
- Drivel
- Solid and Insightful (as expected)
- Best Comunications Book Ever!
- Breadth of articles that help business communication work
- Good as almost always in this series
|
Harvard Business Review on Effective Communication (Harvard Business Review Paperback Series)
Ralph G. Nichols ,
Leonard A. Stevens ,
Fernando Bartolome , and
Chris Argyris
Manufacturer: Harvard Business School Press
ProductGroup: Book
Binding: Paperback
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Harvard Business Review on Decision Making
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Harvard Business Review On Leadership (Harvard Business Review Paperback Series)
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Harvard Business Review on Negotiation and Conflict Resolution (A Harvard Business Review Paperback)
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Harvard Business Review on Managing Yourself (Harvard Business Review Paperback Series)
-
Harvard Business Review On Managing People (Harvard Business Review Paperback Series)
ASIN: 1578511437 |
Book Description
Leading Minds and Landmark Ideas In An Easily Accessible Format
From the preeminent thinkers whose work has defined an entire field to the rising stars who will redefine the way we think about business, The Harvard Business Review Paperback Series delivers the fundamental information today's professionals need to stay competitive in a fast-moving world.
With topics that include how to run a successful meeting, change frontline employees' behavior, and build effective management teams,
Harvard Business Review on Effective Communication offers useful tips for all businesspeople. A Harvard Business Review Paperback.
Customer Reviews:
Drivel.......2007-03-30
Absolutely uninteresting, I'm returning it. Over the years, I've bought, oh probably like a dozen of these books (from this series, I mean) and, with the exception of Managing High-Tech Enterprise, found them completely unhelpful and uninteresting. Always self-contradictory, unintelligent, and droning, they remind me of the "self-help" book genre -- which is to say, politically-correct, vapid tripe that the publishers probably believe will sell in any quantities and no matter how bad, simply because people look forever for advice and will probably buy and keep buying. Very disappointing; I'm through with this series.
Solid and Insightful (as expected).......2006-08-29
Didn't get five stars because some of the articles are a little dated. Updates from a time after e-mail was invented would be helpful. Fernando Bartelome's article is worth the price of the book all by itself.
Best Comunications Book Ever!.......2005-07-22
Talk about efficive. This book has increased my comunication effictiveness 110%. The articles are very inciteful. Before I read this book my meetings went terrible. I was rarely a project lead. This book showed me how terribily incompetant I really was. The book Effective Comunications completly undressed me. Then, I let its articals dress me with confidence. People pay attention in my meetings and they are productive in a new way.
Breadth of articles that help business communication work.......2002-02-22
Though the collection of articles may at first seem sort of old (the oldest is from 1957), the content is very apropos for today. While building a Training Roadmap for our company, I found articles that I think will be extremely useful for a wide range of positions.
What first attracted me was the article on "Listening to People", where I found the clearest presentation on why our listening fails. Even better, it tells how we can improve our listening as a skill that has to be learned.
The next article on "How to Run a Meeting" was enlightening, almost literally! I rushed into my boss' office with new insights on why certain meetings had to be held and how they should run.
I haven't read word-for-word the whole book, rather I've read some others and skimmed some others. That sampling seems to indicate they're all of the same quality.
Good as almost always in this series.......2000-05-11
I already own five of the paperbacks in the Harvard Business Review series. The articles in it are really state-of-the-art in the field the book is about. And so it is in the case of the Harvard Business Review on Effective Communication. I appreciate the chance to read what the most important authors have to say in short articles, not in long books. The articles are long enough to understand and give many good ideas worth working on.
Average customer rating:
- Go to book
- Great reference book - - timely, too!
|
Effective Business Writing :(A Guide For Those who Write On the Job) 2nd Edition Revised And Updated
Maryann V. Piotrowski
Manufacturer: Collins
ProductGroup: Book
Binding: Paperback
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The Elements of Business Writing: A Guide to Writing Clear, Concise Letters, Memos, Reports, Proposals, and Other Business Documents (Elements of Series)
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Business Grammar, Style & Usage: The Most Used Desk Reference for Articulate and Polished Business Writing and Speaking by Executives Worldwide
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The McGraw-Hill 36-Hour Course in Business Writing and Communication (36 Hour)
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The Business Style Handbook: An A-to-Z Guide for Writing on the Job with Tips from Communications Experts at the Fortune 500
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Business Writing: What Works, What Won't
ASIN: 0062733818 |
Book Description
From persuasive memos to complaint letters, sales letters to executive summaries -- this exceedingly useful guide helps the business worker write clearly and in an appropriate format, style and tone. Numerous examples show how to overcome writer's block, organize messages for maximum impact, achieve an easy-to-read style, find an efficient writing system and much more.
Customer Reviews:
Go to book.......2006-11-03
I bought several similar reference books at the time of this purchase. Effective Business Writing is my go-to book, my first choice, and usually all I need.
Great reference book - - timely, too!.......1999-04-22
This is a well-written, carefully organized book that belongs on desks across America! Topics covered include organizing before writing, overcoming writer's block, suiting letters to complex situations, and using grammar and punctuation properly. If I had to provide one criticism, it would only be that the book is too short! As a reader, I didn't tire of the useful sample letters and would have happily read more and more. A great reference for the tentative writer and a good refresher for seasoned writers, as well.
Average customer rating:
- Excellent
- Outstanding primer on negotiations at work
- Great ideas
- High Quality Guide
- Very useful strategic guide to negotiating -- and leading.
|
Shaping the Game: The New Leader's Guide to Effective Negotiating
Michael Watkins
Manufacturer: Harvard Business School Press
ProductGroup: Book
Binding: Hardcover
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Right from the Start: Taking Charge in a New Leadership Role
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Risk Intelligence: Learning to Manage What We Don't Know
ASIN: 1422102521 |
Book Description
Michael H. Watkins' best-selling book The First 90 Days has become the business bible for accelerating leadership transitions. Now, Watkins zeroes in on the most critical skill leaders must master to secure new roles and accelerate their transitions: negotiation. In Shaping the Game: The New Leader's Guide to Effective Negotiating, Watkins draws from extensive research and practical consulting work to reveal four fundamental objectives that should guide new leaders' actions in every negotiation they undertake: create the most possible value, capture that value for yourself and your company, carefully tend to key relationships, and preserve your reputation. Watkins lays out hands-on strategies for becoming a world-class negotiator, including how to match your negotiation strategy to the situation, influence the perspectives of key counterparts, shape negotiation outcomes in your favor, and create the learning discipline necessary to become a world-class negotiator. Navigating the myriad complex, high-stakes negotiating challenges that confront new leaders, this book provides all the tools readers need to make the right moves up the career ladder--and succeed in those roles once they get there.
Customer Reviews:
Excellent.......2007-08-28
An excellent book that shows how important it is to adjust one's negotiating strategy to fit the situation. Unlike so many other books on negotiation which offer a cookie cutter approach, Watkins does a superb job in helping you develop strategies that will work in just about any situation.
A great companion to the book "Bargaining for Advantage" by Shell.
Outstanding primer on negotiations at work.......2007-06-04
Michael Watkins , author of 2003's classic "The First 90 Days: Critical Success Strategies for New Leaders at All Levels" has followed it up nicely with "Shaping the Game: The New Leader's Guide to Effective Negotiating." Whereas the earlier book was a step-by-step guide to what a new leader needed to accomplish, the latest book focuses on how negotiation skills can play a key role in successful transitions.
Watkins, an expert in leadership transitions and in negotiation, has come to believe that, "...effective leaders negotiate their way to success in their new roles." This book is meant to help ensure success in that endeavor.
Watkins sees four objectives for negotiations during career transitions:
1. Create value for both the new leader and for the organization.
2. Ensure that the new leader captures a fair share of that value.
3. Build and sustain relationships by the way the negotiations are conducted.
4. Enhance the new leader's reputation as a tough, creative and trustworthy individual.
His framework for negotiation likewise contains four elements:
1. Matching negotiating strategy to the reality of the situation. No more one-size-fits-all negotiation strategies.
2. Planning to learn and influence.
3. Shaping the game - strategies to change the negotiation game to better suit your strengths.
4. Organizing to improve your skills as a negotiator, and those of your organization.
I like the way Watkins has organized the book. He provides plenty of clear, visual models of the negotiation process. Each chapter is concluded with a checklist that summarizes the key things to watch for when negotiating. The book is a fast read, and it will be easy to find what I need to help in specific situations later.
If you are entertaining several options for future employment, or entering a new position, consider using two books as guides. First, use George Bradt's The New Leaders 100-Day Action Plan: How to Take Charge, Build Your Team, and Get Immediate Results as the most practical step by step guide to early success in the new role. And use Watkins book to help you understand how to do some of the tougher steps in Bradt's book.
If you have any need to negotiate in your current role (and all of us do), pick up Watkins book to help you improve your ability to create and capture value. His stuff will work whether or not you are a new leader.
Great ideas.......2007-05-14
This provides a nice clear layout of the ideas behind successful negotiations. It's helpful to think clearly about the values and motivations of all the 'players' in the process. Great book and easy but thoughtful read.
High Quality Guide.......2006-12-21
In "Shaping the Game: The New Leader's Guide to Effective Negotiating", Michael Watkins came up with a high quality book on critical skills required for successful negotiations. The author wrote an interesting and insightful book on achieving effective negotiations. Negotiation involves getting people who both have common and conflicting goals to be able to present and discuss issues and reach an agreement acceptable to all parties.
This is a very useful book that presents the negotiation process methodically, which helps the reader to follow and understand the process. The ideas you learn from the book are very helpful in any negotiating situation, whether one is interviewing for a job, buying a car, leasing a house, making a sell or negotiating between managers and workers for salary increase and conditions of service or a major contract.
This is an excellent book that is essential reading for all managers who need to learn the techniques, strategies and practices of effective negotiations. The author reinforces his well presented arguments, proposals and solutions with an interesting story of Paul whose duties require him to be involved in various challenging negotiating scenarios that should assist readers in reinforcing the concepts that they would have learnt.
Very useful strategic guide to negotiating -- and leading........2006-11-23
This excellent guide to negotiation is concise, highly readable and eminently practical. Author Michael Watkins simply and clearly outlines the essentials every negotiator must know. More importantly, he situates negotiation where it belongs - at the very center of every leader's required set of skills. He duly notes that negotiations differ in many ways, and that a negotiator needs to adapt a strategic approach to each situation and context. Where appropriate, he draws on the work of other writers about negotiation, sometimes correcting their broad generalizations and oversimplifications. He illustrates his advice about negotiation with the story of Paul, an executive whose career exposes him to various negotiating situations requiring a range of skills. This tactic could be hackneyed or hokey, but in Watkin's hands, it works well. We highly recommend this book as an excellent tool for honing your negotiation and leadership skills.
Average customer rating:
- Good helpdesk book.
- Terrible Choice
- The one to get!!!
- Covers every detail, including some missed in other books
- Good Hands On Desk Reference
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Running an Effective Help Desk, 2nd Edition
Barbara Czegel
Manufacturer: Wiley
ProductGroup: Book
Binding: Paperback
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Similar Items:
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How to Manage the IT Helpdesk - A Guide for User Support and Call Center Managers (Computer Weekly Professional)
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A Guide to Help Desk Technology, Tools and Techniques
ASIN: 0471248169 |
Book Description
The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies.
This book is for you if you are:
* A business manager charged with researching, planning, and setting up a Help Desk in your organization
* An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies
* A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes.
The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel:
* Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet
* Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk
* Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects.
On the companion website you'll find:
* Real-life Web-based Help Desk examples
* All the templates from the book in HTML and Word formats.
Customer Reviews:
Good helpdesk book........2003-03-18
Strong in case studies, surveying, outsourcing, metrics, prioritizing, support tools.
Terrible Choice.......2002-11-27
This book has a 1998 copyright date -- that's my own stupidity! To quote the author, "buy in haste, repent in leisure." I bought it because of the reviews on the site.
Always check the copyright date before you buy!
It is verbose and without substance.
If you've spent more than a week in any kind of enterprise environment, you should know most of what is in here.
If anyone really wants it, I'll gladly give you a good deal on my copy!
The one to get!!!.......2001-08-13
The reason I purchased this book was that I found myself creating a helpdesk from scratch. If you are looking for a how to book that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away, like how to hire the right people for the job, increasing your budget (to get more helpdesk techs!), the scope of your duties, etc. I keep it in my desk for quick reference.
Covers every detail, including some missed in other books.......2001-04-10
This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
Ms. Czgel starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly, in my opinion, is the process that she proposes for careful selection of services to provide. My experience has shown that an overly ambitious set of service goals will kill a help desk implementation early in its life by offering a too much before there is a stable help desk process in place. As such, Ms. Czgel's approach is realistic and lays the foundation for a success implementation. I especially liked the use of customer profiles and the emphasis on roles and responsibilities early in the planning process.
The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. I liked the excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. I also found the chapter on consolidating help desks valuable because this is a common project that many companies face. The advice given is sound and well thought out. Since my job is service delivery consulting this entire section was particularly valuable. Part three of the book gets into the meat by thoroughly covering the processes that are essential to running a help desk. Most of this material is not new or much different from what other help desk books provide, but there were a few topics that stood out as both unique [to books of this genre] and reflect best practices by the best-run help desks. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT.
Professional resources and underlying technology are provided in part four. In the first chapters the author points out sources of standards, best practices and other support, such as the Help Desk Institute, Software Support Professionals Association, etc. In the final chapters she provides a clear explanation of how technologies such as ACDs (automatic call distributors) and IVRs (interactive voice response) equipment work and how they can provide additional efficiencies to a well-run help desk operation. The author also provides good coverage of tools and techniques that will make help desk operations responsive to user needs as well as support internal IT processes and procedures.
This book wraps up with an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. I particularly liked the chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management.
As a service delivery consultant I found this book to be one of the best for planning and implementing a world-class help desk. I personally gained a lot of knowledge from it, and it reinforced some of my past experiences and accomplishments. It earns 5 stars and my highest recommendation.
Good Hands On Desk Reference.......1999-09-24
Provides a soild review of the fundmentals required to run and maintain an effective IT help desk.
I found the information for collecting and reporting help desk performance data to be of great value.
I use the collective information as a daily referecnce to help ensure that my help desk delivers top notch customer support.
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