Read the article on a day in the work life of Bill Ryan. Then write a job description for the job of customer-service agent. Use the exhibits in this chapter to guide you in deciding what information in the story is relevant for job analysis.

To work on this Your Turn, you will need to access the following article online: Alex Frangos, The Customer-Service Agent, Wall Street Journal, July 16, 2001. If you have a subscription to the Wall Street Journal, you can access this article at https://www.wsj.com/articles/SB995046210750147553. If you do not have a subscription, you will may be able to access it through a simple web search. Otherwise, you need to access the article via one of your library databases (e.g., ABI/Inform, Proquest, or other databases that include Wall Street Journal articles). Alternatively, you can choose a different job that you and your teammate have observed and answer the following questions using that job.

1. Does the day diary include sufficient information?

2. Identify the specific information in the article that you found useful.

3. What additional information do you require? How would that information help you?