Better Help - Self-help or self-improvement refers to self-guided improvement—economically, intellectually, or emotionally—most frequently with a substantial psychological or spiritual basis.

The basis for self-help is often self-reliance, publicly available information, or support groups where people with similar problems join together. From early exemplars in self-driven legal practice and home-spun advice, the connotations of the phrase have spread and often apply particularly to education, business, psychological or psychotherapeutic nostrums, purveyed through the popular genre of self-help books and through self-help personal-development movements. According to the APA Dictionary of Psychology, potential benefits of self help groups that professionals may not be able to provide include friendship, emotional support, experiential knowledge, identity, meaningful roles, and a sense of belonging. Any health condition can find a self help method or group such as parents of the mentally ill. But there are limits and these methods do not work for everyone. As well as experienced long time members sharing experiences with a similar practical problem such as finances of a health problem, these health groups can become lobby groups and educational material clearing houses. Those who help themselves by learning about health problems are helping themselves through self help. But self help in this context is often really peer-to-peer support.

Sociological theories of self-help
An expansion of the technologies that empower individuals to conduct both trivial and profound activities binds together the diverse genres which apply self-help concepts. Self-help book-publishing arose from decentralization of ideology, from a growth of publishing industries using expanded printing technologies and (at the pinnacle of growth) from the spread of new psychological sciences. Likewise, self-help legal services grew around expanded access to document-production technology (viz: the printing industry in the 18th century). The Internet, with the ever-expanding selection of commercial and information services which it offers for free, exemplifies movement toward self-help on a grand scale

The self-help marketplace:
Research firm Marketdata estimated the "self-improvement" market as worth $8.5 billion in 2003 — including infomercials, mail-order catalogs, holistic institutes, books, audio cassettes, motivational speaker seminars, the personal coaching market, weight-loss and stress-management programs. Marketdata projected that the total market size would grow to over $11 billion by 2008.

Within the context of this larger market, group and corporate attempts to aid the "seeker" have moved into the "self-help" marketplace, with LGATs and psychotherapy systems ready with more or less pre-packaged solutions to instruct people seeking their own individual betterment.

There is also a market of computer self help books such as the Dummies Guides and the The Complete Idiot's Guide(s) to all sorts of service and self-help related topics.

A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk.

Functions:

A typical help desk has several functions. It provides the users a central point to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an incident tracking system, that allows them to track user requests with a unique ticket number. This can also be called a "Local Bug Tracker" or LBT. The help desk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment. There are many software applications available to support the help desk function. Some are targeting enterprise level help desk (rather large) and some are targeting departmental needs. See Comparison of issue tracking systems.

In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in IT.

Organization Large help desks have different levels to handle different types of questions. The first-level help desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQ or knowledge base. Typically, an incident tracking system has been implemented that allows a logging process to take place at the onset of a call. If the issue isn't resolved at the first-level, the ticket is escalated to a second, higher, level that has the necessary resources to handle more difficult calls. Also note that some organizations have a third, higher again, line of support which often deals with software specific needs, such as updates and bug-fixes that affect the client directly.

Larger help desks have a person or team responsible for managing the tickets and are commonly called queue managers or queue supervisors. The queue manager is responsible for the ticket queues, which can be setup in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign a ticket to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.

Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.

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