We all have expectations about what our staff members do know and what they should know. Sometimes, these expectations are not met; someone “didn’t get the memo” as the saying goes—and sometimes that is literally true. This week, we explored some of the ways in which messages get missed or are not delivered in the first place. Sometimes, as one chat participant said, it’s “something that is reviewed but not really fully understood.”
Do we make provisions for new hires to catch up with the way things are done? If we have them shadow one experienced person, we may be restricting their view to that person’s opinions. Do we have a formal repository for institutional knowledge? When there are updates, how are they delivered? Are we communicating in ways that our teams embrace and will pay attention to, or are we using our own favorite method and not considering the most likely means to succeed with the different generations in the workplace?
Read the recap for further tips and discussion.
Join us again this Friday for our next #HDIchat!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.