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Pro SharePoint 2010 Governance by Corey Erkes, Steve Wright

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User Feedback and Support

For a portal to evolve and grow there must be a way for users to feed requests, issues, random thoughts, and likes and dislikes back into the system. This is how you close the loop on driving adoption.

As part of the overall user support plan, the user ”s needs and wants must be assessed. The following sections offer some strategies for implementing user support and feedback processes that are usually successful in accomplishing this.

Establish and Train a Portal Help Desk

Most organizations have some type of IT help desk. If this help desk will be used to field calls from the users of the portal, the personnel working the phones will need to receive additional training.

First-line support personnel will need to know ...

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