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| # How queries work | ||
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| ## 1. Researchers email their queries | ||
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| Researchers email their queries to [email protected]. | ||
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| ## 2. Auto reply | ||
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| An [automatic email](auto-replies) is sent to the querier,.. | ||
| This email asks the querier for additional details (e.g. description of aim and problem, description or excerpt of data) and letting them know to expect a response within the next few days. | ||
| The automatic reply looks something like: | ||
| ``` | ||
| Thank you for your Ask-JGI enquiry. Your query will be picked up by a member of the Ask-JGI team soon. | ||
| In the meantime please reply to this email to provide any | ||
| supplementary information to your question. | ||
| Make sure you include this phrase somewhere in the email: | ||
| {AskJGI-110}. | ||
| This helps us to track how the AskJGI service is used. | ||
| Suggested additional information: | ||
| 1. Your research question | ||
| 2. Any relevant papers / draft manuscripts etc. | ||
| 3. A description of your data (and a sample if you can send it) | ||
| 4. Any relevant analysis scripts/code that you have produced so far. | ||
| ``` | ||
| Note the {AskJGI-110} in the text above. The number corresponds to | ||
| the Ask-JGI ticket number (110 in this example), which increments with each newly received | ||
| query. This number acts as a unique identifier for the email thread, | ||
| which is then used to open a new ticket in the Ask-JGI tracker. All | ||
| subsequent emails that contain this same identifier will be associated | ||
| with the newly created ticket (so that the ticket gets updated with | ||
| each new email in the thread). | ||
| You can read about how to deal with duplicate tracker IDs in the [next section](duplicates). | ||
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| ## 3. Ask-JGI student on shift shares the query on Teams | ||
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| The Ask-JGI student on shift will share the query in the Ask-JGI **Teams channel**, and will either: | ||
| - confirm that they intend to reply to the query, or | ||
| - ask whether anyone else is available to do so. | ||
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| Noting the new query in the Teams channel gives those not on shift the opportunity to collaborate on the query if it is of interest to them, or falls within their own area of expertise. | ||
| Likewise, the person on shift may not feel that they have the appropriate level of expertise in the relevant area. | ||
| If this is the case it is also possible to ask for advice from the rest of the team on how to proceed, or to request support to answer the query. | ||
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| ### Buddy System | ||
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| Some queries might be quite general and anyone from the team can help. Sometimes there will be specific queries that require/are more suitable to be handled by someone with certain expertise. Whilst we want to provide a good support service, we want to avoid Ask-JGI students being pigeonholed into their expertise and give them the space to learn new skills. | ||
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| You can do this as a sort of buddy system, with one person taking the lead and the other attending meetings to support (perhaps to take notes). It means that in the meeting, the more confident can take the lead, but then the “buddy” can do the task with guidance from the lead. This lets the Ask-JGI team upskill and also increases the spread of skillsets across the team so that we don’t end up with the same people handling all the same queries. | ||
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| ## 4. Assign yourself on the tracker | ||
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| Once it has been agreed who will pick up the query, that team member is responsible for assigning the task to themselves on the [here](tracker), and recording information on the and faculty of the querier, and allocating relevant tags. | ||
| Instructions on how to fill out tickets on the Ask-JGI tracker can be found [here](tracker). | ||
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| ## 5. Respond to the query | ||
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| The Ask-JGI team member responsible for the query will respond to the querier to either answer their question or to [arrange a meeting](arranging-meetings) to discuss further. | ||
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| **It is important to reply to the latest email in the email thread (which includes the Ask-JGI automatic response) so that the Ask-JGI ticket number is included in the continuing email thread**. | ||
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| This ensures that the same tracker ticket is updated as the email thread evolves. | ||
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| You can read more about how to set up meetings and what to do in meetings [here](arranging-meetings). | ||
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| ## 6. Keep the tracker up to date! | ||
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| The Ask-JGI team member should use the notes section of their query ticket on the Ask-JGI [tracker](tracker) to record the status and current actions from their query. | ||
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| ## 7. Resolve the query | ||
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| Once the query has been resolved, the ticket on the tracker should be marked as resolved. | ||
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| ```{note} | ||
| You can store any files related to your queries [here](https://uob.sharepoint.com/:f:/r/teams/grp-jeangoldinginstituteteam/Shared%20Documents/Ask-JGI/Projects?csf=1&web=1&e=rjQdqF). | ||
| Remember to give any folders an informative name, so future shifters can access your files. On the tracker, each query comes with its own unique ID number, including this number in the folder name can be useful if we get queries from the same people in the future. | ||
| ``` | ||
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| (arranging-meetings)= | ||
| # Arranging meetings | ||
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| It is common to receive queries in the mailbox that require a short | ||
| meeting with the querier in order to clarify their question, their | ||
| needs, and their expectations. If the query isn’t answered by a quick email response (which is usually a signposting or very quick code fix), you should arrange a meeting. The Ask-JGI student who has been | ||
| assigned a query is responsible for setting up this meeting. | ||
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| Please see instructions below on the following: | ||
| - [How to set up meetings](meeting-setup) | ||
| - [Following up after a meeting](meeting-followup) | ||
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| (meeting-setup)= | ||
| ## How to set up meetings | ||
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| If meeting with the querier seems to be the most productive next | ||
| step, reply to their email (including the tracking identification | ||
| number) and suggest some times that you are able to meet. | ||
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| - If you use your university Outlook calendar, you can either suggest that they book a meeting directly into your calendar at a time convenient for them. | ||
| For example: | ||
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| > Dear XXX, | ||
| > | ||
| > Many thanks for getting in contact with Ask-JGI. Would it be useful | ||
| > to have an introductory Teams call (30 minutes, say) to go over your | ||
| > query in a little more detail and see how we might be able to | ||
| > support? | ||
| > | ||
| > I can also explain how we might go about assisting and work out | ||
| > which of our team would be best placed to help you. | ||
| > | ||
| > I’ve cc’d my email address into this email – if you can get access to | ||
| > my calendar then I’m happy for you to schedule something at a time that | ||
| > suits you. | ||
| > | ||
| > Kind regards, | ||
| > XXX | ||
| > {AskJGI-XXX} | ||
| - or, you can ask permission to book a meeting in their calendar at a time where their calendar shows them as being free. For example: | ||
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| > Dear XXX, | ||
| > | ||
| > Many thanks for getting in contact with Ask-JGI. Would it be useful | ||
| > to have an introductory Teams call (30 minutes, say) to go over your | ||
| > query in a little more detail and see how we might be able to | ||
| > support? | ||
| > | ||
| > I can also explain how we might go about assisting and work out | ||
| > which of our team would be best placed to help you. | ||
| > | ||
| > If you'd like me to set up a meeting then please let me know. I | ||
| > could do tomorrow afternoon or the following morning, for example? | ||
| > Alternatively I can try to find a slot in your calendar if it is up | ||
| > to date? | ||
| > | ||
| > Kind regards, | ||
| > XXX | ||
| > {AskJGI-XXX} | ||
| ## What to do in a meeting | ||
| Meetings can be arranged online or in person depending on what works best for the participants. You could start by briefly introducing yourself both of your background relevant to data science (e.g. I’m a PhD student working in Statistics to do with healthcare) and that you work as one of the Ask-JGI PhD students. | ||
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| We’ve found that it can be good to measure expectations early on. If you tell the person that you’re an expert in something and then you can’t help, it’s not a good look. If you tell someone you’re familiar with the area but not an expert, then they’ll be pleasantly surprised if you can answer their question immediately but they won’t be put out if you can’t immediately solve the problem. We do not expect Ask-JGI students to have deep knowledge in all topics of data science and neither should the people we do work for! | ||
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| Before you get into the technical requirements of the problem, it’s important to state the limitations on the workflow, in particular that each Ask-JGI query has at most a day (~7 hours) of free support, which includes this meeting. Setting this expectation early can save the awkwardness later of having to say no to requests. | ||
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| Once you’ve done this, you can get to the query. How you do this is down to more personal preference and what the query involves. If you’ve booked a meeting, you’re likely going to have a bit of a back and forth discussion where you asking clarifying questions to address this problem. Whilst you do this, you should take notes of the discussion and any extra details you learn about the query. | ||
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| If the query will be more involved, you can agree on how much/what work will be done and any restraints (e.g. timeline) on that work. Sometimes, the fact that the queries are limited in time mean that researchers might have to decide how to best make use of Ask-JGI to support them. | ||
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| (meeting-followup)= | ||
| ## Following up after a meeting | ||
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| Once you have had a consultation meeting with a querier you should begin to compose a | ||
| summary email to them as soon as possible. Doing this sooner rather | ||
| than later helps to ensure that everything is fresh in your mind, | ||
| making it less likely that you will forget something. You should take notes during the meeting and use these to help you write this email. | ||
| Sending summary emails are important: | ||
| - It is helpful to repeat your key takeaways from the meetings to make | ||
| sure that everyone attending the meeting has left on the same page. | ||
| - Having a written record from the meeting is helpful for any future | ||
| follow-up with querier (particularly if the follow-up is handled by | ||
| another team member). | ||
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| When composing your summary emails try to include the following: | ||
| - restate the purpose of the meeting, the key questions that the | ||
| querier needed help with. | ||
| - if there was some level of ongoing support or action agreed, make | ||
| clear in this email at what level that the JGI will be able to | ||
| support this. | ||
| - sometimes these meetings help to clarify exactly what the querier is | ||
| asking, and there might be several questions mixed up in | ||
| there. Break the query down into its constituent parts in the email. | ||
| - review what you discussed, using subject headings if appropriate to | ||
| separate the different aspects of the problem. | ||
| - link to any resources that you discussed during the meeting, or that | ||
| you think might be relevant. | ||
| - finish the email by stating the next steps, e.g.: | ||
| - perhaps you agreed that the querier will take away this | ||
| information and get back to Ask-JGI if they have any follow up | ||
| questions. | ||
| - perhaps you agreed that the querier will send you some data to | ||
| look at, or perhaps you already have the data. | ||
| - if there is further action already anticipated, from either you or | ||
| the querier, include a timeline for when the next contact is | ||
| expected. | ||
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| If in any doubt, ask for help! Your peers, the Ask-JGI coordinator and the Ask-JGI lead will be happy to review any email before you send it. | ||
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| ```{note} | ||
| Remember to update the Ask-JGI tracker after a meeting to reflect what has | ||
| happened and what is expected to happen next (if any follow-up is expected). | ||
| Update the status field to indicate whether the query is | ||
| resolved or still in progress. | ||
| ``` | ||
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| (time-allocation)= | ||
| ## Time allocation for queries | ||
| Although Ask-JGI team members have up to one day (7 hours) to spend on Ask-JGI | ||
| queries, it is expected that most queries should take half a day or less | ||
| (approx. 1-3 hours). If you have a query that you think might take longer than | ||
| this can be discussed with the Ask-JGI shift coordinator. | ||
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| ```{tip} | ||
| Remember that the | ||
| Ask-JGI Teams channel is there for you to ask for help and to discuss | ||
| your queries. | ||
| ``` | ||
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| Shifters are responsible for recording honestly the time that is spent | ||
| on each Ask-JGI query. This time can include time spent preparing for | ||
| and participating in meetings with Ask-JGI "customers," as well as any | ||
| time spent researching the query and preparing email responses. | ||
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| Once a query has been resolved the Ask-JGI team member should note the | ||
| number of hours spent on the query on the tracker ticket. |
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