The Voyager and The Library

Back in April, we posted 2 positions with details about aligning the Help Me Now and Service Desk.  We are adding the Voyager role to the Service Desk Handbook.  The role of Voyager is new, with a rotational aspect that has not been tried here before.  The idea is that the Service Desk Agents will rotate into the Voyager role, as with any other role.  That takes them out of the Service Desk and into Help Me Now, where their experience with customer service and solutions mindset are utilized in an in-person setting.

Since this is new, we expect a few bumps since the road ahead isn't always paved... or a road.

Our newest Help Me Now location will open in Suite 5100 of the Taubman Health Sciences Library in August.  Early occupancy in July will allow us to help other occupants as they return since the  THSL will be reopening officially on Aug 1.

Locations:

• HMN @ NCRC - B18 G018 
• HMN @ THSL  - Suite 5100 (Aug 2015)
• HMN @ Towsley - G2413 (Late 2015)

The Voyager role is new.  The rotation plan is new.  The location is new.  What could go wrong?

Who erased my whiteboard?

As always, if you have any questions, please let me know!

Roger Burns,
Service Manager for Help Me Now
rog@med.umich.edu