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ACM SIGCHI WWW Human Factors (Open Discussion)

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"ACM SIGCHI WWW Human Factors (Open Discussion)" <[log in to unmask]>
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Date:
Mon, 17 Apr 2006 11:32:48 -0500
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"Mantor, Vicky" <[log in to unmask]>
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Hello!
I work at a university in the computer training department. We provide
support to faculty, staff and students on technology as it pertains to
their academic needs. The  help desk is part of this department and we
recently incorporated chat into the services we provide. It allows for
instant assistance without requiring the user to be near a phone, and
seems to be well-received, especially with our distance students. One of
the options we had when setting up the account was to monitor people
browsing the site and initiate chats with them. We opted NOT to do this
at the risk of spreading paranoia through our students and faculty. I
did begin wondering, however, when it was used, and if it was
successful. Obviously some use it since the option is there, but I'm
afraid I'm only able to see the negative side. Do users want that kind
of interaction? Is there any way to see it other than as an intrusion?
I'd be interested in hearing what you all have encountered in that area,
both personally and professionally. 
Thanks!
 
Vicky Mantor
Instructional Support Services
Texas Woman's University
940.898.3288
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