1. Requesting revisions (Informative/Positive message) - Lesson 2: Slides 18 & 19 Your main responsibility on the work term placement from your robotics program in college is making design revisions requested by customers. The process seems more time-consuming than it needs to be, though, because customers aren't using the company's Web-based revision request system properly. Revisions aren't clearly identified or, at times, aren't transmitted to you at all. Customers sometimes send their own drawing instead of the one you sent, which means you have to spend time comparing the two drawings and identifying the differences. Often you have to call a customer, explain that you can't identify his or her changes clearly, describe the correct way to use your company's revision request system, and ask for a resubmission. Admittedly, it's an older type of system and not the most intuitive to use. Still, the correct way to submit revisions seems fairly straightforward to you log in to the revision request system using the customer ID and password that were assigned by your company, upload the drawing you sent with changes clearly identified in a different colour, select Save, then Submit, and log out. If customers don't select Save first, then nothing is transmitted when they select Submit. You think it would be helpful to provide clear instructions on the first page customers see after they log in. You also want to let customers know that, in response to the difficulties they seem to be experiencing, you've added instructions for using the system. Create instructions for the Website and an email to customers letting them know about the new instructions. Tips: - Examples of when to write instructions: equipment assembly, policies and procedures, health and safety information, etc. - Frame instructions in a positive way - Some dislike change new procedures may generate hostility - Use language, visuals, and font size to emphasize information - Complicated procedures may require diagrams beside the text