Protocol for Researching Issues and Answering Questions

Why is this important?

• To ensure the most efficient use of our resources, both centrally and in the Business Offices

• To increase our knowledge base

• To assist our staff in developing critical thinking and networking skills

• To ensure that we are taking a proactive approach to problem solving

• To maximize staff time by limiting interruptions of the work flow

• To resolve questions at the appropriate level

• To assist the supervisor in identifying training needs or areas in need of additional focus

Suggested Protocol

 (The following is a suggested step sequence for identifying important issues, information and problem solving.  All steps may not be necessary as problems are often solved after one or more of the steps outlined below.)

• Gather detailed information to facilitate a full understanding of the scope of the issue, problem or question.  Ask clarifying questions to gather the broadest possible information (who, what, when, where and why).  

• Use due diligence in utilizing existing resource materials.  (Training materials, various websites including the AIS homepage, Business Procedures Manual, Policy website and sponsors sites.)

• Check with resident experts and peers (both inside and outside of your department) to check understanding and promote sharing of experiences.  (If you are unsure of who are resident experts, consult with your Training Coordinator, peers or Business Manager.)

•  Formulate ideas and solutions to present to your immediate supervisor.  Be prepared to explain the issue, the research conducted and any possible solutions that you have identified.

• Supervisor reviews research completed and determines if additional input is needed from other areas.

• Supervisor identifies and suggests additional contacts and who should initiate the contact.

What’s next? Now that I solved the problem, what do I do next?
Share your knowledge and successes! Share information within your workgroup Share information at your cluster meetings Share information via your Senior Business Manager Share information in training sessions