Thoughts on using the eXtension "Ask an Expert" widget

By: John Dorner, Information Management Agent

Good news - the eXtension Ask an Expert widget now has the ability to follow up questions. If a question has been answered a followup answer can be sent. One way this is useful is if you find some relevant information soon after you've answered a question.

http://about.extension.org/2009/10/14/ask-an-expert-gets-question-follow-up/

While I'm writing about the Ask an Expert widget, I thought I'd share some ideas and observations.

Check your AaE preferences

If you have a widget on your site, please make sure there is at least one person assigned to automatically answer questions from the widget.

If you are willing to answer questions that come in from the AaE widgets or the eXtension web site, please indicate your areas of expertise. Keep in mind that "areas of expertise" is not the same as "area of responsibility". Lots of us are responsible for subject matter areas for which we are not "experts". As a question wranglers, when I'm looking to see who to assign a question, I have my doubts about people who indicate they are experts in 100 different fields. On the other end of the spectrum are the people with no areas of expertise. I realize that not all areas are represented, but try to find one or two that are real close to your area of expertise.

Assign the question to the right person

If you don't have the answer, and are assigned a question, re-assign it to the best person to answer the question.

Make sure the people who are auto-assigned questions from your widget are checking their mail and able to answer or reassign questions within a day. If not, then consider having just a few people who can/will auto-assigned questions.

Make informal agreements with the agents in the surrounding counties to take questions when the agent in your county is busy, out of the office or just have a vacant position. Keep in touch with them so you know when they are available and able to answer a question in a timely manner.

If you have someone in your office who leaves or retires it is important to have them taken out of the Ask The Expert system. Retirees are encouraged to answer questions if they wish but it is not obligatory. To be removed from the eXtension environment email eXtensionHelp@eXtension.org to let them know you are retiring or leaving and they will be happy to update your eXtension account.

Participate

Please try to respond to questions within 48 hours, research has shown that if the person does not receive a response with in 48 hours they will go else where for the information and will probably not use the tool again. If you have to go on leave remind someone in the office to check the questions, it is ok to respond back to a question with the request to call the office for more details or to tell them a specific person is out of the office.

Unless you are doing a great job of marketing the Ask an Expert widget, chances are you will not be overwhelmed with questions. Most will only take a minute or two to answer. Much less than if the person walked into your office and asked the question.

Keep in mind that marketing the widget and your website in general is not a one shot deal. It is a continuous process. Everyone knows Pepsi, but they spend lots of money on advertising every day. The same needs to apply to Extension and what we have to offer. The Ask an Expert is just one of the products we offer.

Soon, your participation will be measured and automatically included in your performance appraisal tool. This is just one indication of the level of importance that administration puts on participating in eXtension and the Ask an Expert is just one simple way to participate.

Questions?

If you have any questions or need help, please contact one of the Information Management Agents.

Information presented here is provided as a general information resource. Any mention of commercial products is for information only; it does not imply recommendation, endorsement nor support by Extension IT.