The primary goals of the e-shape Help Desk are to assist end-users, solve problems and maximize services value. These goals cannot be met unless and until Help Desk services are fully utilized. Success depends upon acceptance and awareness. Acceptance is derived from service quality and acquired credibility. End-users must believe that the Help Desk is capable of providing the required assistance. That belief comes from actual experience and the quality of the services provided. To realize “acceptance”, Help Desk services must be provided in a manner consistent with the overall eshape vision, while awareness comes from active communication and dissemination aiming in engaging end-users. If the end-user community is not sufficiently aware of the Help Desk mission, and the services provided, it is unlikely that utilization and “acceptance” goals can be met. This is the purpose of a Help Desk “communication program”.