1. ASK ME The ASK ME Program Putting Support at the Center: A New Model for Help Desk Staffing Presented By: Ann Genovese and Kathy Gillette George Mason University Copyright Ann M. Genovese, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. ASK ME The ASK ME Program Background George Mason University Fairfax, VA Suburban Washington DC location 28,246 students (largest student headcount in VA) 4,900 faculty/staff Support Center 6 full time, 8 students 39,000 calls/yr.

3. ASK ME The ASK ME Program Issues Information Technology Unit (ITU) develop core professional skills of staff –Critical Thinking, Customer Service, Problem Solving, Interactive Competencies Perception of Support Center by ITU staff –Unclear understanding of center’s mission –Inaccurate representation to external customers

4. ASK ME The ASK ME Program Challenge How to combine two issues (develop core professional skills and improve perception) to benefit and enhance ITU productivity

5. ASK ME The ASK ME Program Solution ASK ME Program (Ability, Skills, Knowledge for Mason Education)

6. ASK ME The ASK ME Program ASK ME - Objectives Develop core skills in fast paced, demanding customer support setting Create alliances between ITU areas Develop trained resource pool Opportunity to share knowledge Improve perception

7. ASK ME The ASK ME Program Program Description Computing technical support Opportunity to develop core skills Participant training Participant incentives

8. ASK ME The ASK ME Program Operational Details Call for applications Buy-in of both participant and supervisor The four 3’s: –3 participants –3 hours of training –3 hours/wk –3 months commitment

9. ASK ME The ASK ME Program Operational Details (cont.) Typical ASK ME progression through the program Mentors assigned after second session Program completion

10. ASK ME The ASK ME Program Lessons Learned Positive attitude important! ASK ME is not for everyone Supervisor buy-in critical Limit scope of basic training Assign mentor Consider flexible schedules

11. ASK ME The ASK ME Program Feedback Surveys Encourage feedback

12. ASK ME The ASK ME Program Keys to Success Link objectives Offer value to participants –Completion certificate and letter –Supports performance evaluation rating –May positively influence performance increase Strong support from senior management

13. ASK ME The ASK ME Program Why Do This? Benefits outweigh time and effort Enhanced reputation Better able to support customers ITU staff enrichment

14. ASK ME The ASK ME Program Questions?