This is Feed back. First of all the feed back button doesn't get me to a place I can give feed back. That's my first feed back. Now to the more important feed back... I am the director of a Family History Center. I often have to call the help line for a patron that needs help that I cannot provide. On Thursday last week I had a patron that was in to look at a film. She was in on Wednesday and was able to search the film and she put it into her Source Box. When she went to look at it on Thursday, it had the lock on it and it said she would have to be in a Family History Center to see it. She was sitting in the FHC at the time. She looked at the rest of her films in her Source Box and all of them said the same thing. We knew it wasn't right. We made an appointment and waited an hour for it to happen. Once we got the helper she told us that the restrictions could have been changed over night. We knew that couldn't be true for all the films in her Source Box. The helper finally gave us the number of Salt Lake Library to call. I called it, got a recording, and left a message. I never got a call-back and we closed down for the day after an hour more.
Bottom line is that it was not helpful, very frustrating and inconvenient. I know this is not how the Church wants us to look. I was embarrassed for us. The appointments are not a good idea. We need help when we need help. Especially in the FHC. We know how to help patrons if it is easy. We would only call if we can't help them.
Have you seen the comment by Ken Richins, NAO Tech Support Lead, regarding the update to the extension for Portal access?
Hope this helps.
I completely agree with @JudyMaddoxMartin. It would be most helpful if Family HIstory Centers could still call directly for support. Patrons come into the center hoping we can assist them with their problems right then. And often the patrons come with limited computer skills or technology knowledge. I do not see how having them schedule a google meet will be helpful or desirable for many to follow through in solving their issues.
The most common problem we encounter is help with retrieving username and passwords for FamilySearch account. For youth coming for an activity to be told to make an appointment doesn't do anything for them to be able to participate with the rest of the group that evening. For older persons, they often struggle with retrieving their email at the center and might not have a cell phone. Even now it's tough to call and get help with these issues in a timely matter.
Technology issues would be the other reason for centers to call. If the printer goes down, it's tough to explain that we have to schedule an appointment at a future time to get some assistance.
As a multi-stake center director, I hope there will be an option for the centers to get direct phone support.
you don't schedule for a future time or day you schedule for the current day and time. With Phone support, the average caller waits almost 20 minutes to talk to an FHC Tech. With schedule an appointment, we can cut that to less than 5 minutes and average 11 minutes from when they start the scheduling process to when they actually have the needed tech working on the computer or printer. The crucial time saver is having FHC Staff familiar with using the Schedule an Appointment process. With trained staff FHC problems are resolved much faster than we have ever done using the phone-in method. Tree support is also finding total time from initiating the "schedule an appointment" to the issue resolved has been cut by almost 50%.