| Publication type: | Conference other |
| Type of review: | Not specified |
| Title: | Streamlining your message : optimizing internal communication through standardization |
| Authors: | Schuler, Martin Fuhrmann, Birgit |
| et. al: | No |
| Conference details: | The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024 |
| Issue Date: | 12-Apr-2024 |
| Language: | English |
| Subjects: | Usability; Verständlichkeit; Organisationskommunikation |
| Subject (DDC): | 658.45: Corporate communications |
| Abstract: | Organizations commonly utilize ticketing systems for internal support requests, particularly in ICT support, simplifying the process for end-users but demanding effort from support staff to respond adequately. The goal of this project was to streamline this process. To achieve this, we analyzed email logs to identify the most frequent use cases and then developed standardized text modules for each use case. To ensure comprehensibility and effectiveness of these text modules we conducted a usability test with both end users and support staff. We plan to integrate the text modules into the ticketing system to reduce response time and improve response quality, enhancing communication efficiency and satisfaction for all parties involved. |
| Further description: | Mündlicher Konferenzbeitrag |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/30690 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | Applied Linguistics |
| Organisational Unit: | Institute of Translation and Interpreting (IUED) |
| Appears in collections: | Publikationen Angewandte Linguistik |
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Schuler, M., & Fuhrmann, B. (2024, April 12). Streamlining your message : optimizing internal communication through standardization. The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024.
Schuler, M. and Fuhrmann, B. (2024) ‘Streamlining your message : optimizing internal communication through standardization’, in The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024.
M. Schuler and B. Fuhrmann, “Streamlining your message : optimizing internal communication through standardization,” in The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024, Apr. 2024.
SCHULER, Martin und Birgit FUHRMANN, 2024. Streamlining your message : optimizing internal communication through standardization. In: The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024. Conference presentation. 12 April 2024
Schuler, Martin, and Birgit Fuhrmann. 2024. “Streamlining Your Message : Optimizing Internal Communication through Standardization.” Conference presentation. In The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024.
Schuler, Martin, and Birgit Fuhrmann. “Streamlining Your Message : Optimizing Internal Communication through Standardization.” The University of Strasbourg Symposium on Usability and Design, Strasbourg, France, 12-13 April 2024, 2024.
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