[221] in Tooltime
help desk training document
daemon@ATHENA.MIT.EDU (Steven Wade Neiterman)
Tue Sep 3 10:03:59 1996
Date: Tue, 3 Sep 1996 10:04:59 +0100
To: tooltime@MIT.EDU
From: wade@MIT.EDU (Steven Wade Neiterman)
Here are my comments on the document that Lynne sent out. I hope others
can review Lynn's draft and Esther's template and either send out their
comments or be prepared to discuss during the Wednesday tooltime meeting.
I reviewed Lynne's document, Esther's template and the "training" category
feedback from the 1.0b2 and 1.0b3 sessions.
I would like to see the training document follow Esther's template (which I
listed below). What I don't see is where items regarding searching and
known problems would be presented.
Additional items such as password changing, problems with record locks,
etc. should also be addressed. Also, there are a number of items from the
1.0b2 and 1.0b3 sessions which should be incorporated as well as items we
discussed from last week's tooltime meeting.
..Steve
CONSULTANT'S FUNCTIONS
You are a consultant, ready to work at the help desk. Here are the
functions you'll be doing:
1. Preparing for your shift before you log on to the database
2. Logging on to the database
3. Working on a new case
4. Working on a client call about an existing case
5. Working on an existing case
6. Suggestions for helping a client
7. Checking voice mail and e-mail
8. Keeping track of stock answers
9. Preparing to end your shift
10. Logging off the database
Develop each topic, step by step, so that someone could refer to it and do
that function.
