- Communication as the most important competency
- Community of Practice or blog for handover between shifts
- A database for all helpdesk tasks
Another issue is that after the first few successful hits, I ran into a lot of articles who's conclusion seems to be "yes, we need a Help Desk" or "training is important for Help Desk workers" without actually giving any suggestions. I still have a large list to go through, but I feel as if I am wasting time looking at things that perhaps they've already implemented.
Additionally, I feel like my project manager hat is sneaking onto my head, so I'm thinking of solutions that are not instructional design related. I discussed these concerns with Shelly on Friday, Feb 9th, and she would like me to shift my attention towards something along the communication-as-comptency line. She and the HelpDesk manager are looking for something that is like on-the-job training (i.e. sitting with an experienced staff member), but leaning towards the idea of the communication competency. Basically, something to train them in their soft skills. She has asked me to shift my research to looking at cognitive apprenticeships, with the idea of creating an online asynchronous one.
With this in mind, I'm going to become familiar with the cognitive apprenticeship model and see what is out there on other blogs, ETEC sties, etc. This will be a good exercise for me, as I am not too familiar with it. A quick Bing search brought up countless pages and images, so I best get started!