“Help, come and fix it for me!”
Leila Shahbender Pike · 1991
Help, I don't know how to createa mergefile and I need to print leffers and envelopes," says the caller."OK, sit tighf!I'll drop by and show you," responds the consultant.How many of us now have fhe luxuy of responding to a user's call by simply walking out of theInformation Center?Who will answer the other phonesfhaf are ringing?Who will handle the 'walkin' trafj$c?Who will teach fhe class scheduledfor today?Gef the picture?How can we handle these types of requestsfor service outside the center yet rnainfain quality consulting in the center?The days of the more casual approach to service provision are over.Information Centers and Consulting Shopsare commiffed to being openfor specific hours and fhat meanssfaflmusf be available, Attempts must be made to solve most problems over the telephone,or by invifing the user to the Informafwn Center.How do we deal with the peoplewho expect us to cometo them to solve fheir current dilemma?Or, fhoseproblems thaf the wnsultanf can not resolve udfh the user over fhe telephone?Princefon University implemented the 'software fakeout', a service providing software troubleshooting, ins fdafwn, and fraining in cusfomer's offices.One Information Center consultant coordinates this service although takeouts are perjiwnwd by allfill time consultants, and there is a chargefir the ~"ce.This paper will review the takeout program and discuss the success ofthis service.