Reception 2012
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Transcript of Reception 2012
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The Consultant’s Guide to Reception:
The Face of the University Writing Center
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Duties
• Opening the center• Closing the center• Greeting clients &
walk-ins• Answering
phones/directing calls• Scheduling
appointments• Answering/
directingquestions
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Opening• Get key from the Dean’s Office
(206); return immediately after opening
• Ensure doors are unlatched on both sides
• Turn off voice mail (dial 122)– Check the voice mail (dial
70004, enter password). Delete messages after writing them down.
– Tidy up the front area and consulting rooms, replenish pencils and handouts.
• Turn on slide show
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Closing
• Flip top and bottom latches on right side of door, lock deadbolt.
• Ensure conference room’s back door is locked.
• Turn on voicemail (dial 121).• Turn off slide show.• Tidy up the center.• Turn off and clean the coffee
maker.
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Slide Show
• The instructions for operating the slide show are posted on the wall by the projector.
• The projector is located next to the copier.
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Face-to-Face
• Smile and greet clients.• Ask for names and
invite them to take a seat.
• Find name on the schedule, mark as arrived ( ), and notify a consultant.
• Let the client know a consultant will be coming shortly.
• Smile!
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Walk-ins
• First come, first served basis• Check for available consultant, book
appointment ( ) using client’s name/ID number
• For missed appointment, – 5 minutes late, receptionist may release
appointment to a walk-in• Mark ( ) for missed appointments on
schedule after 20 minutes
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Policies for Appointments• Limited to once per day• No requests for specific
consultants granted• Start on the hour and last
up to 45 minutes• Blocked from making
online appointments after 3 no-shows
(To unblock, student must make appointment to see the Assistant Director for further action.)
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Scheduling appointments
• Point clients to iMac to book appointments.
• http://writingcenter.tamu.edu
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Scheduling appointmentsRequests for appointment over the phone:• Request that clients
with computer access book on the website.
• Book an available appointment for others using their UIN.
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On the phone
• Smile (they can hear it in your voice).
• “University Writing Center. This is (your name).”
• DO NOT give out private telephone numbers or email address.
• Take a message and tell the caller the message will be answered ASAP.
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Transferring Calls
• Press “LINK.”• Dial the 5-digit
extension number.• Wait for the line to
ring, then hang up.• To Margarette: – Press “HOLD”; hang
up; tell her she has a call.
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Taking Messages
• If a person is not available, tell callers that she or he (esp. Dr. Balester) is “in a meeting or consultation.”
• Record messages on message slips.
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Message Delivery
• Dr. Balester: – Call her home and leave a
message.– If unanswered, call cell
and leave a message. – If she is out of town,
email the message.• Everyone else, email the
message.– Writing Center Directory
is on the Consultant Drive (M:\\).
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During Emergencies• In case of emergencies:
– Dial 9-911.– Call Campus Police: 5-
2345.• Network down: Call Bob
Richards (862-3197).• Power down:
– Emergency lights in drawers (Bat Cave counter drawer and W courses drawer@ front desk)
– First aid kit in drawer under Bat Cave counter
Reception desk has paper records to use if computers are down.
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System Policies 34.01 and 13.02
• Personal conversations among staff and with clients should be polite and in compliance with university regulations regarding speech and sexual harassment.
• Key words to remember:– Feelings– Unintentional– Innuendoes– Inappropriate– Disparagement
• Key sites– http://sago.tamu.edu/policy/34-01.htm– http://sago.tamu.edu/policy/13-02.htm