As you have read before I am a firm believer in customer service and more importantly teacher service. The next few posts will outline what tactics have worked for me to support my teachers and build a successful ET (Educational Technology) department.
Many administrators have an open door policy, I have an open cellphone policy.
I have read on many litservs where tech coordinators will turn off their phones at a certain time or don’t respond to an email after a certain point in the day. This is ridiculous.
The way I see it when users have an issue I want to help them ASAP so they can get back to teaching faster. Also there are 24 hours in a day, I would rather have the issues spread out over 24 hours instead of 8. I have had this policy for over 2 years and it has been a great success and not a bother at all.
2 solutions for success:
- I include my cell phone at the bottom of my emails in my signature
- I forward my desk ext to my cellphone
Some may say that this methodology will go against what we ingrain in our users and that is to utilize the helpdesk ticketing system. However my users know the difference between an emergency which brings education to a halt and something that can be fixed over time.
Give it a try! I promise your life will be easier and your teachers will be happier.