What kind of generic questions are you looking at? I found that outlining our policy helped a lot.
Thanks! - Mark Eggan ________________________________ From: [email protected] [mailto:[email protected]] On Behalf Of Moller, Doreen Sent: Tuesday, April 21, 2009 11:04 AM To: A list for BES Admin's to discuss issues,etc. Subject: Re: [Bes-admins] FAQ's for BB users Very good point, re providing links to sites that are automatically kept current and also device specific ones. I will suggest that to my boss. You gave me some very good ones. There are some generic questions which I will most likely provide but I think your suggestion of including links would be a great supplement. Thanks so much for your detailed response. This is a huge help!!!!!! ________________________________ From: [email protected] [mailto:[email protected]] On Behalf Of Eggan, Mark Sent: Tuesday, April 21, 2009 01:34 PM To: A list for BES Admin's to discuss issues,etc. Subject: Re: [Bes-admins] FAQ's for BB users I tried doing this a couple years back and just noticed that tips and tricks were changing too often with each platform revision etc., even my email sent to each new user via BES Manager needs to be changed often whenever I Enterprise Activate a new user. Basically I thought that the best practice was to put a few links to websites tips and tricks (RIM has a good one @ http://na.blackberry.com/eng/support/blackberry101/tips/) and then deal with questions on a case by case basis. I even created a Sharepoint site and was telling users about it in the beginning. No one visited and would take the time to read forum postings and start threads as they lose the anonymity in a small work environment (+/- 1400 users with 140 of them on BBs). Now we have a few power users here, and some have sent me links to questions they asked me. Users generally don't like to search for answers and wish to get their answers immediately regarding their Blackberry's. I added a few things to assist them with BIS activations, and tips and tricks. Links to the various vendors BIS websites - however I found this information only used by myself lol. Below is a snapshot of my links from my BlackBerry Sharepoint Site I created. Everything else that I need to get out to the customer (outages etc.) is sent via email to the - BlackBerry Users group within AD. Quick Link for Tips and Tricks for your Blackberry <http://www.discoverblackberry.com/personalize/tips_tricks.jsp> Blackberry 101 <http://www.discoverblackberry.com/personalize/blackberry101/> Blackberry Device Documentation <http://www.blackberry.com/support/documentation/handhelds/index.shtml> BlackBerry On-Line User Forums <http://www.blackberryforums.com/> Verizon Blackberry Internet Service (BIS) <https://bis.na.blackberry.com/html?brand=vzw> Cingular Blackberry Internet Service (BIS) <https://bis.na.blackberry.com/html?brand=mycingular> Sprint BIS Site <http://bis.na.blackberry.com/html?brand=sprint> Thanks! - Mark Eggan ________________________________ From: [email protected] [mailto:[email protected]] On Behalf Of Moller, Doreen Sent: Tuesday, April 21, 2009 10:15 AM To: A list for BES Admin's to discuss issues,etc. Subject: Re: [Bes-admins] FAQ's for BB users Hi Everyone, I am trying to put together a comprehensive FAQ's for our Corporate Intranet for our BB users to refer to. Does anyone have any good links on this they can refer me to. Rather not reinvent the wheel. thanks! ********************************************************************* This message and any attachments are solely for the intended recipient. If you are not the intended recipient, disclosure, copying, use or distribution of the information included in this message is prohibited -- Please immediately and permanently delete. ********************************************************************* This message and any attachments are solely for the intended recipient. If you are not the intended recipient, disclosure, copying, use or distribution of the information included in this message is prohibited -- Please immediately and permanently delete.
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