Daniel had not been a good note taker in school, and this lack of skill was affecting his work. His manager, Jonathan, had been watching Daniels notes in the ticketing system at the help desk and was not happy with what he saw. Jonathan had pointed out to Daniel more than once that his cryptic, incomplete notes with sketchy information would one day cause major problems. On Monday morning, calls were hammering the help desk because a server had gone down over the weekend and many internal customers were not able to get to their data. Daniel escalated one call from a customer named Matt to a tier-two help desk. Later that day, Sandra, a tier-two technician, received the escalated ticket, and to her dismay the phone number of the customer was missing. She called Daniel. How am I to call this customer? You only have his first name, and these notes about the problem dont even make sense! Daniel apologized to Sandra, but the damage was done.

Two days later, an angry Matt calls the manager of the help desk to complain that his problem is still not solved. Jonathan listens to Matt vent and apologizes for the problem his help desk has caused. Its a little embarrassing to Jonathan to have to ask Matt for his call-back information and to repeat the details of the problem. He gives the information to Sandra and the problem gets a quick resolution.

Discuss this situation in a small group and answer the following questions:

If you were Daniel, what could you do to improve note taking in the ticketing system?

After Sandra called, do you think Daniel should have told Jonathan about the problem? Why or why not?

If you were Jonathan, how would you handle the situation with Daniel?