1 Surfing the Information Wave Karen Pilarski Page | 1 Client(s)/Organization Blank College is a four year, Liberal Arts college. There are four information desks located in several buildings. There are two binders at each information desk which contains directions if a person is coming to Blank College from south, east, west and north, directories of staff/faculty/departments, events such as Blank College’s athletic schedules, computer lab and library schedules. A second binder is located at each desk which contains an alphabetical list by department and another section by employee’s last names. Typically the internet is used to find out that day’s schedule of events around campus, room schedules of the campus, Blank College’s website for event information if the binder is missing information and the employee online directory. The information desk generally recieves calls/ questions that include asking for directions to Blank College for event purposes, private event questions, guests asking where a nearby business is, class schedules, and asking to be transferred to faculty voicemail. The desk worker has to handle the phone, the two way radio and assist people that come up to the desk. Due to the usage of different technology devices, multi tasking and priority setting is needed to master this job. The Information desk is managed by the Telecom/Info Service Manager and the 2 nd shift weekend supervisor. Information desks hours vary and tend to be based on the hours of Academic Computing, Library, and if there are events in designated buildings. The switchboard is to be answered on the first ring and handled in a quick manner. There are no hold buttons or multi lines for the switchboard which adds to the urgency of quick execution. Assumptions and Biases: Busy calling times/ walk-ins are sporadic and come in spurts throughout the day. The busiest times are the beginning of the semester and if there are big events such as Grad Finale, or Homecoming. When it is busy there is another desk open that the receptionist can transfer a call to another worker if she can’t find the information. However, the TL desk is the main desk
Transcript
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Surfing the Information Wave Karen Pilarski
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Client(s)/Organization
Blank College is a four year, Liberal Arts college. There are four information desks
located in several buildings.
There are two binders at each information desk which contains directions if a person is
coming to Blank College from south, east, west and north, directories of
staff/faculty/departments, events such as Blank College’s athletic schedules, computer
lab and library schedules.
A second binder is located at each desk which contains an alphabetical list by department
and another section by employee’s last names.
Typically the internet is used to find out that day’s schedule of events around campus,
room schedules of the campus, Blank College’s website for event information if the
binder is missing information and the employee online directory.
The information desk generally recieves calls/ questions that include asking for directions
to Blank College for event purposes, private event questions, guests asking where a
nearby business is, class schedules, and asking to be transferred to faculty voicemail.
The desk worker has to handle the phone, the two way radio and assist people that come
up to the desk. Due to the usage of different technology devices, multi tasking and
priority setting is needed to master this job.
The Information desk is managed by the Telecom/Info Service Manager and the 2nd
shift
weekend supervisor. Information desks hours vary and tend to be based on the hours of
Academic Computing, Library, and if there are events in designated buildings.
The switchboard is to be answered on the first ring and handled in a quick manner.
There are no hold buttons or multi lines for the switchboard which adds to the urgency of
quick execution.
Assumptions and Biases:
Busy calling times/ walk-ins are sporadic and come in spurts throughout the day. The
busiest times are the beginning of the semester and if there are big events such as Grad
Finale, or Homecoming.
When it is busy there is another desk open that the receptionist can transfer a call to
another worker if she can’t find the information. However, the TL desk is the main desk
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and generates most of the calls, walk-ins. The other desks aren’t always staffed at the
same time.
The LA desk is open 8:30-12:30pm and then re-opens at 5pm therefore creating a time
conflict.
The second binder isn’t necessarily needed because of the online staff directory. The
online directory is arranged the same way as the hard copy.
Lack of internet skills may slow down execution of calls or assistance at desk.
Learners/Participants (Audience):
The information Desk workers are all females ages 29-75 years old.
Longevity of employment in this position ranges from a few days to 15 years.
The Levels of internet literacy rages from beginner to proficient respectively.
Standard internet use training is a need. This includes use of Map Quest, Google, and
Yahoo tools.
Tips and hints on how to maneuver the Blank College Website may be beneficial as well
as a briefing on internet safety.
Assumptions and Biases:
Feelings of seniority may cause desk workers to not want to attend workshop.
Supervisor may feel desk workers have a handle on job roles and therefore don’t need
assistance. Due to different work schedules there may be time conflict with arranging a
workshop to meet the needs of the information desk staff.
Learning Environment:
Desk worker’s work schedule may interfere with workshop time frame.
Events surrounding workshop location may become loud and distracting. Ex. Weddings,
parties, Telesis class registration, president’s social gatherings.
If the workshop is presented during a non-weekend, Blank College technology
malfunctions, the Media hub won’t be open to assist with the problem.
Weekend College is busy and rooms may not be available to reserve. Especially during
registration time and mid semester assessments.
There will need to be handouts and summary of workshop for workers who couldn’t
attend, one on one meeting, or arrange for an additional time frame for workshop.
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Instructional Matter:
For the workshop there will be handouts with easy hints/tips for usage of Google, Map
Quest. Included with handouts are screen shots to further communicate lesson.
Handouts will be hole-punched so that desk workers can put it in side work binders for
use. Activities during workshop include Internet scavenger hunt utilizing Map Quest,
Google, etc. This is for participants who learn better using hands on methods.
To summarize lessons, an interactive game will be played. Prizes will be awarded.
Question and answer session will be included to avoid participants feeling ‘lost.’
Facilitator will use computer on projector screen so participants can follow along as the
steps are completed. This will reach participants who are visual learners.
Goals include creating awareness of the benefits of the internet for both personal and
business use.
Personal Perspective (my goals, perceptions, Assumptions and Biases):
My perception is that because I have familiarity between workers and myself (I am a
desk worker as well) this will make staff comfortable and at ease.
I have a BA in Professional Communication and working towards my master’s degree in
Instructional Design and Adult Education. This offers credibility to my audience.
My goals are to showcase another way to assist callers and walk-ins.
A sub goal is to have fun with the use of creativity to reach participants.
Assumptions and Biases:
There is a sense of favoritism among the supervisor and several workers.
The supervisor tends to react negatively to proposed assessment of workers and takes
feedback personally.
Workers react nervously to a sudden change in protocol.
Participants may feel workshop components are boring, childish and un- necessary.
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Outcomes/Goals:
The outcomes/goals for the workshop are gain awareness of how to use the internet. The
sub goals are to initiate learning of Google, Map Quest, Yahoo tools and use these tools
in the workplace. In addition to these goals, there is the goal of learning ethics and
privacy when it comes to the usage of these internet tools.
Understanding how to use these tools will hopefully effect how the Information Desk
assists customers and visitors, colleagues of Blank College.
Google can be used to search for a business such as a restaurant, a bar, or other
Milwaukee landmarks. An example would locate an address of the Art Museum for a
student that is meeting her class there.
Instead of trying to determine the website address, a desk worker can Google it and come
up with not only the website but other interesting information.
This leads up to the discussion on MapQuest. MapQuest is used to find directions from
place to place. Instead of using the big binder and finding broad directions, MapQuest is
designed to give more clear and concise details.
The participants can use Google to find out the address and then plug them into
MapQuest. By using both tools, the desk worker can execute calls and assist walk in's
faster, which is the bottom line in customer service. To assist people in a fast, and
accurate manner.
The use of Yahoo is more for personal usage. Setting up personal email through Yahoo
can help ease the overload of the Blank College Email System. Also this is a way to tend
to personal business while not using business email. Yahoo has other functions such as
games, weather, and horoscopes. Although not necessarily a business need, instead of
using the switchboard for personal calls the desk worker can use their personal email and
help decrease the amount of time spend using the switchboard for personal business.
Understanding privacy and the dangers of the internet is crucial when teaching about how
to use it. The following is a brief list as a reminder to be careful while using the internet:
Do not use credit card information over the computer, make sure it is a safe and
secure website.
Do not give out personal information to third parties.
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Close out of windows when you are done if you are taking a break.
Be aware of scams such as pop up ads, scam emails.
Discuss spam and spam blockers for Yahoo emails.
The closing of the workshop will be the internet scavenger hunt. This activity will
combine all the skills of google, yahoo, map quest, and internet safety. The purpose of
the activity to summarize skills learned during workshop and allow participants to apply
them. The winner of the internet scavenger hunt will win a prize.
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Agenda Script:
Welcome & Session Preview (5 minutes)
Discuss the positive outcomes of taking this workshop: Providing good customer
service, Assisting callers and walk-ins in a fast manner, new ways to gather
information quickly.
Storytelling- Give an example of how using the internet helped me in my
workplace and for personal use.
Introduction to Google (10 mintues)
Goals:
1. Initiate a basic understanding of google capabilities such as looking up a store,
a topic such as recipes, or an event.
2. Provide ways to narrow search criteria to ease confusion, frustration with the
search engine.
3. Limit google history tidbits and full capabilities. Stay focused on providing
exposure on using google.
4. Bridge knowledge with MapQuest.
Materials needed:
Projector screen, computer, Google printed handouts with pictures.
Activities:
Facilitator shows the group an example of using Google and how to narrow
search critera. Example looking for Chrismas cookies recipes. Narrow the search
to a specific cookie. Search Gingerbread Cookies. If you are looking for a specific
ingredient search for Gingerbread Cookies made with applesauce.
Allow Participants to experiment with google on their own. Facilitator will walk
around the room in case there are questions or concerns.
Introduction to MapQuest (10 minutes)
Goals:
1. Set context on using MapQuest. MapQuest can be used to find directions which
may be easier than looking in binder at desk with general directions listed.
2. Apply knowledge of Google with gained understanding of MapQuest. Google a
restaurant for the address and then MapQuest from Blank College to the business.
Materials Needed:
Projector screen, computer, MapQuest and Google printed handouts.
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Activities:
Participants will google a place and then open another browser and MapQuest
directions from Blank College to the business.
Facilitator will walk around room in case there are questions or concerns.
Introduction to Yahoo: (10 minutes)
Goals:
1. Gain awareness of Yahoo capabilities such as email, Yahoo home page
contents such as horoscope, weather, instant messenger, yellow pages etc.
2. Create a general understanding on how email works, how to set it up.
Materials Needed:
Projector screen, computer, Yahoo email set up printed handouts.
Activities:
Optional activity: How to set up email
Allow class time for participants to explore yahoo homepage.
Understanding Internet Safety: (5 minutes)
Goals:
1. Discuss tips on how to stay safe online.
2. Answer any questions.
Materials Needed:
Print out handout tips from website http://www.wikihow.com/Be-Safe-on-the-
Internet
Computer, projector screen.
Activities:
None for this segment.
Internet Scavenger Hunt: (10 minutes)
Goals:
1. Apply learning to interactive game.
2. Apply Yahoo, MapQuest, Google, and Internet Safety knowledge to play
