Idea:
Create live web pages equivalent to our canned responses, where applicable, so we can send patrons links when they have the type of question that can be carried out in a step by step fashion (how do I use FReD, for example). This idea was brought about by the help desk trying to accomplish the same and "skinnying-down" the text used on our web site. See www.esc.edu/cookies for an example of a canned response.
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2 comments:
While I'm interested to see what the HD produces and if users actually find it useful, I would respond by asking: why make someone who has come to us with a question follow a link to generic help text when we can just as easily embed that text into our email response and tailor that text to their exact situation? (and if you are talking about phone communication, I would argue that giving a URL over the phone is not successful often and its better to take down the persons email and send them an email instead). In my experience, the tailoring the text part (in addition to response time) is crucial to positive service satisfaction levels.
Dana
In both capacities, I refrain, for the most part, from giving URL's to instructions over the phone; unless the person is so overwhelmed by trying to find the file menu or understanding what a browser is and what it does. While there is nothing more helpful than a person offering live assistance, I think the canned web pages may be helpful in cases where, for example, they have a citation for an article and we give them the standard FReD response. It would be nice for them to have that available at any time when the need again arises. Yes they can save the e-mail we send but this would be more permanent and visible to all.
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