Work the unanswered questions queue each week
An assistant owner turns grouped unanswered questions into approved sources or assistant fixes. A question is marked resolved only when an approved source or assistant change now covers it.
Follow these steps in order
Open the queue each week and work the largest themes first.
Step 1: Open Improve and filter by assistant and theme
Open Improve and filter by assistant, theme, and owner. The queue shows unanswered, not helpful, and low satisfaction questions for your college only.
Step 2: Open a theme and read its example questions
Open a theme and read its example questions. Grouping counts duplicates once and keeps one example visible, so you can judge the need without reading every repeat.
Step 3: Assign an owner office and a due date
Assign an owner office and a due date. Add a team comment so the owner knows what you saw and what you tried first.
Step 4: Add or fix an approved source, or improve the assistant
Add or fix an approved source, or improve the assistant wording. Send the source or assistant for approval. New answers must draw only from approved sources, never from a guess.
Step 5: Mark the theme resolved and check the next period report
Mark the theme resolved only after the approved source or assistant change covers it. Then check the next period report and confirm the count fell. Not in scope stays visible in reports, and dismissing needs a reason.
Close the loop in the open
Leaders should see known gaps, not a clean average that hides them.
- Each theme shows question count and not answered count
- The owner and due date are recorded on the item
- The resolution note links the source or assistant change
- Dismissed items keep a written reason and stay in reports
- The next period report confirms whether the theme fell
Read reports shows how to check the next period count by college and assistant.
Work the queue this week
Pick the largest unanswered theme, assign an owner, and link the fix before you mark it resolved.