We've been quite pleased with the work of our office managers in the past. In order to continue our pleasant interactions, and to help all new and returning managers do an even better job of helping us, we offer the following details and suggestions about your duties:
Office Managers should:

• Walk first time users through the procedures and lists.
• Check on students waiting idly for several minutes by
• notifying the appropriate instructor if a student is waiting
• finding an alternative to an emergency (i.e., when instructor is unavoidably absent)
• Please do not invite friends in for extended visits during your shift.

• A proper answer would be something like: "Hello, this is the Writing Lab; how can I help you?"
• If the call concerns an appointment or waiting list query, handle it accordingly and politely.
• If the call is for an instructor, push transfer, and announce the call. This gives the instructor the opportunity to refuse or accept the call as s/he sees fit.
• To that end, you must familiarize yourselves with the telephone system.
• Please do not accept or make personal calls during your shift.

• Ask students how we can contact them in the event of a last minute cancellation.
• Suggest to students that they check back on a regular basis.
• Notify an instructor of last-minute changes to his or her schedule.
• Try to ensure that all waiting list information is complete and comprehensible; double check if necessary.
• Use the appropriate color coding system to record who has received an appointment and who has not.
• Please do not give students on the waiting list the idea that they have no hope of getting an appointment.

• The log exists mainly as a source of dialogue between all of you; in it, you should record things like missed appointments, cancellations, waiting list fulfillments, etc.
• We have three form e-mails that we ask you to send out:
• a waiting list - we've found you an appointment - note
• a reminder/confirmation of an upcoming appointment
• a missed appointment notice
• Please familiarize yourselves with the procedure for sending these.
• Please do not send students overly negative messages about missing their appointments; as we all know, everyone makes mistakes, forgets, etc. We do not want these students to be intimidated from ever coming back again.

• We can't write policies to cover all contingencies; all of you understand in general what we're trying to do, so be proactive - if you think you see some way we can do things better, let us know.
• And finally, you represent our "public face", your attitude and efficiency help make each student's writing lab appointment a success, and help make each instructor's job a little easier. We are truly grateful to have you.