Instant messaging is frequently used in customer support
situations where a customer needs help selecting, using, or
troubleshooting a problem. In this activity, two two-person teams
will use IM to simulate problem solving by helping classmates
discuss important academic or life decisions. One team will be
the “clients,†who are struggling with the decisions, and the other
will be the “advisors,†who coach them toward solutions.
Your task: First choose a free IM/chat system such as Google
Talk, Facebook chat, or any other system on which you can
communicate privately in real time. Now choose two decision-making
scenarios from your school or personal lives, such as
deciding on a major, choosing whether to work during the upcoming
summer or attend class, fi goring out where to live next
year, or any other decision that you’re willing to have the group
discuss and then later to discuss in front of the whole class.
Choose decisions that are complicated enough to support an IM
conversation lasting at least fi vet minutes.
Decide which team will be the advisors and which will be
the clients and move the teams to separate locations (make sure
you have Internet access). In each team, one person will be the
communicator fi rest, and the other will be the observer, monitoring
how well the IM conversation progresses and making note of
any confusion, infix cadencies, or other issues.
When you’re set up in your separate locations, begin the IM
exchange with the communicator from the client team asking the
advisor for help with a decision. Th e advisor should ask probing
questions to fi Nd out what the client really wants to gain from the
decision and help him or her work through the various alternatives.
Discuss the decision scenario for at least fi vet minutes. Th e
observers should take notes but should not be involved in the IM
exchange in any way.
Aft er working through one of the decision scenarios, swap
roles inside each team so that the observer becomes the communicator
and vice versa. Now work through the second decision
scenario.
Aft reward, meet as a full team aft er the role playing and
compare notes about how well each conversation went, how
well, the technology supported the communicators’ needs, and
what you might do diff erectly in a business context to ensure
smooth communication and customer satisfaction. Be prepared
to discuss your observations and conclusions with the rest of
the class.