A Clearer Entrance
The topics can help people describe familiar problems and reach the right person.
The Right to AskRisk Reduced Risk Shifted
Synthetic · Simulation/As of
Where Can a Question Go When the Form Has No Place for It?
A help desk replaces open requests with a menu of standard topics. A requester cannot find a topic that describes a recurring access problem.
- Who Asks
- The requester
- Who Is Affected
- People with unlisted needs
- Who Can Revise
- The intake designer
Traces in This ScenarioInvented, not observed
The form requires a topic before a request can be submitted.
The instructions provide no route for an unlisted concern.
The Assumption
Every relevant request is assumed to fit an existing topic.
Where the Readings Split
Keep the difference visibleA Closed Entrance
A concern outside the list may disappear before anyone can hear it.
Follow the Risk
The help desk spends less effort routing familiar requests.
The requester must misdescribe the problem to get through the form.