Over the coming weeks, the Learning Design team will be making some changes to the systems we use to manage enquiries. Our team is transitioning from using Microsoft Outlook to ServiceNow to manage our end of all the email enquiries we receive. We have decided to make this change because a shared email account in Outlook was never really designed to be used by over a dozen people to manage over 5000 emails per year! Using ServiceNow offers a range of benefits, and will help us help you with your teaching, learning and assessment-related enquiries.
We wanted to take this opportunity to explain what this means for you:
How to contact us?
There is no change to the way you contact us 😊 Continue to contact us by sending an email to learningdesign@une.edu.au. Your emails will arrive to us in ServiceNow, and our responses will return to you as an email from ‘Learning Design <learningdesign@une.edu.au>’.
What will change for you?
You may notice some small changes in how we respond. For example:
- You will receive one automatic email back to confirm that we’ve received your enquiry. You can click on a button in that email to add more details or updates, and we’ll receive them all together in context.
- When we respond, the format of the email will look a little different to usual. Rest assured, it’s still us responding.
What will change for us?
- Enquiries will be tracked more effectively, ensuring nothing gets lost or missed. We’ll avoid double-handling emails, and we’ll be able to keep a closer eye on how long it’s been since enquiries were received so we can ensure timely responses.
- We’ll be able to keep track of multiple enquires for the same unit code, so we’ll know what our colleagues have advised or actioned previously for each unit.
- We’ll have improved visibility of common issues, helping us refine our support and develop training and resources that are available when you need it.
As our transition to using ServiceNow progresses, you may notice some further small changes to the way our emails look and how and when you receive automated messages. We are open to hearing your feedback on your experience as we continue to improve the way we provide support.
If you have any questions about this transition, feel free to reach out.