Guidelines on setting up and operating a Help Desk

Modified on 18 Feb 08

Why do we need Help Desks?

§         To support ATN / Hope Channel satellite broadcasts during an evangelistic campaign.
§         To help local churches and viewers receive the broadcasts
§         To provide assistance in the languages of the area served
§         To ensure the successful reception of all broadcasts in your area

ATN has often received reports that our broadcast could not be received in a particular region, resulting in disappointed viewers and frustrated leaders. Very often the reasons for failure to receive the broadcasts could have been easily overcome by having a Help Desk, operated by competent persons.

What is a Help Desk?

A help desk is a place where viewers can phone to receive help in their language, just before and during satellite broadcasts. Other terms used for a Help Desk are "Hotline", "Online Help", "Telephone support".

What kind of help is requested from a Help Desk?

Help Desks receive phone calls on a wide range of subjects relating to the broadcast, such as (only a few examples):

Is the broadcast on?
Will there be a broadcast on Sabbath morning?
What is the subject of the next broadcast?
What are the correct parameters?
How do I set my receiver?
We cannot see a picture, but can hear the sound. What do we do?
How can I get the language channel I want?
The volume is very low – what can we do?
What satellite are you using?
Who can help me – I cannot get the broadcast?
Where can I get a copy of the program tonight?
We are getting 2 languages at the same time – what do we do?

From the above questions it can be seen that many things can go wrong when untrained people use satellite technology. Having a Help Desk helps such people to be successful, and ensures that viewers are not disappointed.

What are the essential elements for a Help Desk?

These may be summarized under the following headings:

PEOPLE	Well-trained technical people who: § Communicate clearly with callers in the language of their choice. § Know how to operate all types of receivers being used § Have experience in solving problems in their area
INFORMATION	Help Desk staff need to have: § Current schedules & topics § Broadcast parameters,etc. § Lists of downlink stations, preferably with details of type of equipment, names of operators and contact details § Contact details for nearest ATN station to obtain help § Contact details for other Help Desks in nearby regions
COMMUNICATION	§ Phone lines - 2 or more phone lines (depending on the number of installed downlink sites in the area served (mostly for incoming calls), with message facilities, if possible. § Downlink equipment so staff know exactly what is happening § Internet links – email and web site access

How does a Help Desk make its presence known to its viewers?

By being promoted and advertised in Newsletters and Announcements in a variety of ways to the target audience being served.

ATN is willing to place contact details on the announcement “slate” before broadcasts.   Help Desks may register their presence via Email to Techinfo@adventist.tv giving the following information:

§         Names and contact details of Help Desk manager
§         Geographic area and language groups served

By registering with ATN, Help Desks can be assured of receiving the latest broadcast information.

Where should a Help Desk be located?

This depends on where the Essential Elements (Item 4, above) may be found. It could be at a Union /Conference / Mission Office. A Help Desk at a Conference Office could serve an entire Union

What hours should Help Desks operate?

We recommend that Help Desk staff be available at least One Hour before broadcasts (for evangelistic campaigns) and during all broadcasts.

What records should Help Desks keep?

It could be useful to keep a log or record of the following information during each session:

Names of persons on duty
Calls received (Name of church, type of question and whether problem solved or not)
Calls made (outward)

Such records can be used to analyze the needs in the area – e.g. training, equipment faults, etc.

What other services could Help Desks provide?

Depending on the needs, the following services could be given to downlink stations:

Sending out broadcast schedules by email and fax
Sending out late changes in schedules
Sending out lists of technical persons available to help with problems
Sharing information about attendance figures

Conclusion: Any Union serious about evangelism should operate a Help Desk to ensure successful reception of broadcasts and a professional program.

For further enquiries, please contact Adventist Television Network at: Techinfo@adventist.tv