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Help Desk Etiquette (PT II):

Wed Apr 26, 2006, 2:09 AM

Help Desk Etiquette (PT II):

This week I would like to solely focus on "Multiple Inquiries", last week i touched briefly on this however I feel it is an area which needs more light shed on to why it is majorly bad, not only for you but for us as well.

It was mentioned in the example I gave, that this often happens in cases of Harassment, users panic and they submit multiple requests, despite us having for weeks now a message in our escalation notice that if one has further concerns that they should state them in response to the message they're receiving from us. While we understand that being harassed can be a quite scary experience, it doesn't have to be if you exercise some level of calmness.

The major reason why submitting another inquiry in such a situation is bad is simply this, it slows down the time it takes to resolve your case when staff must review 4-10 of your separate inquiries. If you keep your concerns or new information to an inquiry all in one area in response to your message from $ewm or myself, things will in turn be resolved faster.

The second reason why submitting another inquiry in such a situation is bad is, well the Help Staff works in shifts, so it may well be that you reach myself with your first inquiry and then $ewm later, which in turn causes confusion when she doesn't know there was an earlier inquiry, or vice versa.

So in conclusion tips to avoid slowing your inquiry down or avoiding me and $ewm being royally confused is this, if you must add something to your inquiry bookmark either myself or $ewm's reply and reply there with your new information, but if you absolutely must submit another inquiry make sure to note that someone else was helping you earlier.

Lastly, it is also not needed to have your friends submit multiple inquiries for you in hopes to get your case solved faster, this is not to sound harsh but, inconsiderate as you slow down help for others needing it.

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We hope that you found this information helpful and will follow some of the suggestions provided.

Happy Help Desking!

6 Comments

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`oibyrd Apr 26, 2006, 2:37:16 AM

got it

.

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!avatar8 Apr 26, 2006, 5:45:33 AM

I can see exactly how multiple inquiries would slow things down, because I would think that each inquiry should be related to a separate issue, and having to investigate each one, only to find out that they were duplicates, would be a large waste of time and energy.

More excellent information that everyone should read, and abide by!

!Subversive-imaginati Apr 26, 2006, 7:06:47 AM

I wouldn't call it selfish, inconsiderate perhaps, I don't think the motivations behind the bombardment are selfish, it's more a case that people don't think immediately, they can be forgiven it to a certain extent but I think everyone would rather educate them so one minor incident doesn't provoke 100+ cases from them and their friends over it. Selfish is when someone gets angry that a case didn't go their way and has their friends flood the desk in protest because they're only thinking of themselves and their anger at not liking the response.

I remember times when the desk received 100+ Cases for one incident, it was taken care of with the first case that was opened but then all of the unsolved cases were buried in a sea of cases from friends of the person being harassed or whatever was wrong all of which have to be checked and handled. So it's not only inconsiderate to other users, it's inconsiderate to the staff themselves since someone has to sit there and clear all those unneeded cases and then they still have to handle all the other cases hidden in the flood. I can well remember being stuck spending extra time doing work because some troll struck someone and everyone and their dog sent in a report on it so there would be 100+ unnessesary cases to clear on top of the regular flood of cases the desk receives daily.

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@ananasjihad Apr 26, 2006, 7:42:36 AM

Another helpful article, more good points as usual, but indeed it is a worrying experience sometimes and people will panic, but i guess educating them is the only way forward sometimes. Well done

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