Management

Answer CAD FAQs via E-mail

27 Apr, 2011 By: Robert Green

CAD Manager's Toolbox: Rather than redundant rote responses, try answering frequently asked questions with e-mail blasts.


Ever feel like you answer the same question over and over again? Of course you do — because you do!

The fact is that many users ask you the same question and you gamely answer them, most likely verbally, without ever documenting all that helpful advice you give out. But, you may ask, who has time to document everything?

Recently I began working with a new client company that has about 50 CAD users, and found that many people there had the same questions as their coworkers. So every time a good question came up, I sent out the answer in "tips-and-tricks" format via an e-mail blast to all the users. The only criterion for sending out an e-mail is that I must have been asked the question more than once!

The positive results I've enjoyed from this informal mode of teaching include: 

  • Nice feedback from users, who say they often learn something new about the given topic.
  • Users are more receptive to me since the e-mails began, and I'm more likely to receive tips from users that I can send out to others.
  • Users are more likely to share their frustrations with me; they feel they'll probably get an answer that will help not just themselves, but their coworkers too.

All in all, I wish I'd done more of this low-tech, casual training in the past. Why not try sending out some cool CAD tips to your users in this manner, and see if you get the same positive results I've experienced?



Do you have a tip or helpful item for the
CAD Manager's Newsletter? Send it to me at rgreen@cad-manager.com. If I use your tip in the newsletter you'll receive a cool Cadalyst prize!


 


About the Author: Robert Green

Robert Green

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