Protocol / CTLT Web Help Desk


Purpose: To ensure the accuracy and consistancy of support offered by staff members.
  • Protocol - guidelines for the style, vocabulary and regulation of help ticket life-cycle
  • Answers - scripts for answers to commonly asked or complex issues
  • Documentation - standardized URLs to preferred documentation resources
  • Screen shots - commonly used illustrations
Contact: Robert Harris - - Cheng Library 120h - 973.720.2451