The document summarizes findings from a study of the Washtenaw County Help Desk. It identifies issues with high pressure placed on new employees during training. There is a lack of consistent information resources for employees to use. It recommends creating formal training modules and an electronic knowledge base to address information and training gaps. This would help new employees learn more effectively and improve customer service.

1. Contextual Inquiry & Design: Washtenaw County Help Desk SI 501 High Fives Heather Backman Niki Calderone Nan Chen Yang Liu Amanda Nichols SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN si.umich.edu

3. Project Scope and Focus "We are in desperate need of our processes analyzed and this information organized so the learning curve for new hires is not 6 months, but the information is consistent, organized, updated and easily accessible to the new hires, hopefully resulting in fewer mistakes and an easier transition to our department." "There is currently no consistent dissemination of information." -Judy Gardner, Help Desk Supervisor SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN si.umich.edu

6. Data Collection (cont.) SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN si.umich.edu Creation of models with detailed information on: Hiring/Training Information Flow Responding to Phone Calls Physical Workspace Social and Cultural Interactions

7. Important Findings, Recommendations, and Expected Benefits SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN si.umich.edu

9. Recommendation: Work Environment Keep up the good work, and make sure the atmosphere remains friendly and open.

15. Any Questions for ? SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN si.umich.edu