Reflect on the case you presented in your first journal entry in Assignment 2. In Q1 and Q2 – you are writing it from the perspective of the Customer Service Officer. In Q3 – you are writing it as an academic essay (third person writing and references to literature required) Q1 – Case Summary (100 words) [1 mark] Write out a summary of the case from the angle of the customer support officer to his/her supervisor. No references is required. Q2 – Help Desk Operations (200 words) [2 marks] List any three improvement in operations (administration, processes, policy, etc.) would you suggest to enable you to solve the customer’s problem. References are not compulsory, but if used, should be in APA 6th edition. Q3 – Watch a video that is included in the Interact2 “Assignment 3 tab”. This video will be made available to you one week before due date of this assignment. You may also want to refer to Topic 4 covering “how to write user guides” Write out an instruction guide (user manual) to be included with the distribution of the video. You may assume the reader has basic understanding of the software. (500-1000 words) [13 marks] Presentation Formatting Requirements (2 marks): 1. One Reference List provided at the end and in-text citations conforms to APA 6th edition. 2. Journal space on Interact2 presentation text width between 85-95 characters including spaces. 3. No Wikipedia references used. 4. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed. 5. Meet word limits in each question (allowance of +/- 5%) (Failure to follow all the above rules, eg. if you do not meet word limit for Q3 but meet for the others, this is considered as not meeting word limit for all: no partial mark allocated.) 6. Submit answers to all work in one journal entry. 7. No attachments to journal entry allowed.
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