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Concierge Group

Mission

The Concierge group shall handle any email received by remark@[any].cc.utexas.edu in a prompt, professional, and facilitative manner.

Responsibilities

The Concierge group reads and comprehends incoming email. It determines whether a standard answer can satisfy the need of the user, and if so it returns that answer. As new concerns arise in the user community, the group makes note of those concerns. It submits a statement of the new concerns and prospective solutions to a committee composed of an operating systems specialist and a documentation specialist.

When standard answers are not appropriate to the email at hand, the group determines who to forward email to, and presents this email in such a way that the standard handling will return a copy to them for administrative purposes.

The group is alert to special notification needs, such as irate customer, frightened user, and the like. These receive special handling through a variety of mechanisms.

Database of user contact is maintained, and design and configuration of relevant tools occurs.

Clientele

All people with cc.utexas.edu accounts (approx. 75,000), as well as all people with knowledge and access to the address remark@[any].cc.utexas.edu. Current utilization levels are approximately 15,000/yr. Faculty, staff, and students have access to this service.

Satisfaction

Email response satisfaction levels have fallen with the cessation of direct access to the system specialists and the introduction of dry technical writing with no marketing strength as typical responses. Competition with face-to-face encounters shows significant self- selection for face-to-face encounters even though they take considerably more user time. Solutions to this seem evident. 1) Increase the warmth factor in the responses. 2) low tolerance of abrupt, 'smart-ass,' or other inappropriate responses, 3) Sufficiently quick turn-around time that 2 contacts on a problem can occur during the user's perception of 'now.'
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Author is Aubrey McIntosh