Posted: Sat May 23, 2009 12:46 pm Post subject: Efficient way of disseminating work procedures
Need your help on this.
For Helpdesk, work procedures (escalation, handling of cases, etc) get changed due to continuity improvement.
Understand that there are many ways to share these work processes with the Helpdesk agents such as the following:
1. Uploading these procedures onto a website, allowing the agents to access the portal and read up on these procedures.
2. Have a discussion with the agents on the changed procedures and follow up with an email on what has been discussed.
We have tried the above but agents tend to forget the procedure. Could it be due to the way the discussion was conducted? Would it be better if there is a case study for such work procedures to allow the agents to understand better?
- Are there any other ways besides the above that could bring accross this work procedures to the agent efficiently?
You say that the work procedures get changed, how often? If they get new insctructions every week or even month, it's simply hard for a human being to continuously adapt their method of working.
That aside, a technique I used myself when working as a help desk agent, might sound a little low-tech but hey, it worked, have a printout nearby with step by step instructions or visio diagram if available. Speaking from experience, I had a portal available to me too, never went to it, too much of a hassle. My trusty printouts helped me on many occasions. Not a flashy solution, but effective!
It's easy for us who write the procedures to upload them and expect everyone to flock to them. It just doesn't happen.
At one job, we created job aids on ten 5x7 inch cards (printed front and back, nicely and simply designed, and laminated) attached to a keyring and a hook for hanging it up. They used them because it took 5 seconds to get the information. A few people added some of their own homemade aids to their rings. The back page of the set held the intranet address for their full procedures, work instructions, etc.
We were able to use a reasonable size typeface and had good white space. It wasn't expensive but the choosing of which procedures to whittle down and the actual whittling took longer than we'd thought.
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