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Insights, hints, tips, and resources for service and support professionals, given in the spirit of sharing information in a quick-read, content-rich newsletter.

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  In this issue

Bucket of apples on a hot sunny day or how to do the task more effectively

* Delivering presentations

* FREE RealityCheck at www.BenchmarkPortal.com



8th Annual Help Desk Professionals Conference and Expo
September 25-27, 2006
San Antonio, TX

ITIL Service Management Foundations Certification
September 24-25, 2006
San Antonio, TX

Government Symposium
September 25, 2006
San Antonio, TX

VoIP Workshop
September 25,

The 8th Annual Help Desk Professionals Conference and Expo 2006
San Antonio, TX

6th Annual Government Customer Support Conference and Expo
May 7-9, 2007
Alexandria, VA

  Customers Share

"Feel assured that we will be back at the HDP conference as I believe it to truly be the best format and size for learning."

"The small session size and the personal networking and discussion opportunities with the leaders of the industry are priceless."

"The speaker lineup is always top-notch and your staff continues to do a wonderful job of taking care of all of the details through-out the event."

Neil Stewart
Director of Technical Operations
QuikTrip Corp

"Thank you very much for ensuring that your fans, supporters and previous alumni (one in the same, right?) are continually provided with the latest and greatest editions of eSharings!"

"I always find the information to be relevant and thought-provoking. Good Job and Thanks!"

Glenn Gramm
Certified Call Center Manager Manager Desktop Services United Space Alliance




Dear Friends and Colleagues,

This summer has been exceptionally warm for the Northwest with record breaking highs.  It's been so hot outside that my horses are not getting enough entertainment running around. It's too hot to exert much effort. 

They were getting pretty bored just standing there.  For fun, I filled each of their 30 gallon water buckets then added loads of apples to them.  Have you ever watched horses bob for apples?

Horses sticking their head under water to get apples is hilarious.  They were pushing the apples to the bottom of the bucket but of course the apples just pop back up.  They tried pushing them against the side of the bucket, even sticking their lips out to try to gently pick them out of the water.  I was laughing so hard watching them I could hardly stand it.  They really enjoy the challenge and having something fun to do.

My 6 year old mare finally figured out that if she rocked the bucket hard enough by grabbing the edge with her mouth, she could slosh the apples over the edge.  Eventually, she figured it was easiest to dump the entire bucket.  The 21 year old mare stood to the side and waited until the 6 year old figured it out, and waited for the apples to roll out of the bucket directly to her. The easy route to the treat - just stand by and wait for them to roll into your lap.  She got very few apples.

Lesson learned: The smallest, simplest things can bring joy to life.  They played this game for days.  They whinnied every time they saw me and asked to play some more.  Fun is key to stress reduction and building relationships. 

The other lesson learned is there are hard ways and easy ways to solve a problem.  If you work at it long enough and think of your options, there is always a better way to get the job done.  If you wait for someone else to do the job, you won't reap much of the reward.

Here's a website that will help you see how things aren't always what you think they are.  I know this will amaze you when you see some of these fun visuals. http://www.patmedia.net/marklevinson/cool/cool_illusion.html

Until the next issue of eSharings, may you find ways to look at things from a different perspective to do the task at hand more effectively.


Ivy Meadors
High Tech High Touch Solutions

www.ivymeadors.com or www.hthts.com



P.S. In two weeks we will be in San Antonio at the beautiful Hyatt Regency resort on the historic Riverwalk across the street from the Alamo networking and getting loads of valuable information at the Help Desk Professionals Conference.  I am personally presenting three sessions at the event and really want you to join me.


HDP 2006 Offers "New" Information

If you've wanted to build a Service Desk, if you want to hear proven ways to run a Service Desk, or if you're already begin to design a Service Desk, there's only one place you should be September 25, 26, and 27, 2006 - at the 8th Annual Help Desk Professionals Conference and Expo, the premier event for Service Desk Professionals.

This event is unique from many different aspects when it comes to conference experiences. Not only do we focus on offering an intimate learning environment, we also ask the speakers to meet specific requirements and meet our qualifications for presenting including being highly interactive in their discussions and by delivering:

  • New ideas

  • Proven solutions

  • Fresh material

  • Handouts, templates, and or resources

See the entire content-loaded program details.


Sign up here

BenchMarkPortal.com offers our Readers a RealityCheck!

Through HDP, you will receive a FREE RealityCheck at www.BenchmarkPortal.com. Simply enter your current data using promo code DRU for an immediate Performance Rating (valued at $500),

Meet Dru September 27 in San Antonio to have a ‘hands-on’ review and track YOUR measurable difference.

 DruPhelps@BenchmarkPortal.com or 805 331-6284.


Tools for Delivering Advanced Speeches

We are all speakers and communicators.  Everyone delivers speeches, whether one-on-one or to small or large groups.  There are key considerations in delivering a "speech" depending on the message you are trying to convey.  There are four primary types of speeches.

  1. Inform: how-to’s, did-you-know, training

  2. Entertain: motivational, funny

  3. Persuade: sell an opinion; influence new laws

  4. Commemorative: honor an individual

Most discussions easily fall into one of these categories.  It is helpful to determine what message you want to communicate in advance. You may need to adjust your delivery to get the action you want.

For instance, if you are trying to get additional resources approved, you may feel you need to "inform" the decision maker about the details to justify the need when the better delivery type may be a "persuasive" speech.

If you are instructing a child to do something, a "persuasive" speech may not be necessary to get them to do a task.  Instead, "informing" them what is expected and how to do the task might be more effective.

To be successful in communications, no matter which type of speech you are delivering, it is important to "own the platform."  The audience can be one or  a hundred, but "owning the platform" will ensure a more effective result.

At the HDP 2006 conference in San Antonio. I will be demonstrating how to "own the platform" and teaching many useful techniques for delivering and designing presentations. 

There will be a multi-page handout listing resources and additional information on presentation skills for those who attend the session.

Here are a few resources to help you with your next presentation:

"I attended and enjoyed your talk on public speaking at the conference in Orlando this spring.  It stands out as one of the most useful presentations of the conference."

- Ron Van Aken, Vice President of Support, Barr Systems, Inc.

Send your managers to the 8th Annual Help Desk Professionals Conference and Expo. They will learn the key factors to guarantee successful operations are designed and incredible service is delivered by your corporate asset, the Frontline. 

You will not hear the same old thing at this event.

Will you join us in San Antonio and be part of the exclusive group who join top leaders in our industry for these in-depth educational sessions, and take-home templates, handouts, and loads of resources, plus a flash drive with all of the presentations pre-loaded?

Email HDP@hthts.com

Click here to view the detailed program



We hope you enjoyed this edition of eSharings. Feel free to reprint this newsletter in its entirety with our copyright information intact.

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Note:  eSharings will contain links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.

  HDP 2006 Speakers

Malcolm Fry, "The elite and very Original worldwide Help Desk Expert"

Malcolm presents "The Service Desk is Still About the People" at HDP 2006.
Remember years ago when Knowledge Technologies were going to eliminate Service staff? Well, we're still here and going to be for a long time yet!!

Malcolm with his wealth of knowledge delivered with his unique British wit comes back every year with brand new stories, offers up non-traditional industry insights and delivers 'can't-miss' closing remarks that will stay with you for years."  

"Do you know how to build an actionable service catalog?"

Industry Legend, Char LaBounty
will teach you exactly what you need to know.


 While the ITIL framework advocates that IT organizations produce a service catalog, it doesn’t provide concrete recommendations on how to build and implement one. Char, also an industry legend, will address that gap in her presentation.

Peggy Gritt, VoIP expert and founder of the VoIP Institute  delivers the most in-depth
pre-conference workshop on VoIP you my ever attend. 
Read more here.

  HDP Event Partners

Association of Support Professionals

Brad Worthley Intl.


Call Center School




Customer Service Group


Government Customer Support Community of Practice


Help Desk Northwest

iET Solutions

Network Streaming

Northwest Call Center Professionals

Mike Rayburn

Northwest Support Professionals


VoIP Institute


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