We track our enquiries on a weekly basis. We’ve got a form with fields including how the enquiry was received (email, in person etc.), the status of the enquirer (UG, PGT, staff etc.) and the time it took to resolve the enquiry. We then keep a running total in each field using a five bar gate. Something like that could easily be ammended to cover the type of enquiry and you could do it weekly like us, or as a snapshot as I did with my time tracker for this post.

That’s a really interesting way of examining a working week. You seem to have a good overview of how your time is spent. One thing I would be interested in seeing, particularly in my job, is the different in time spent dealing with in-depth assignment based enquiries compared to other enquiries, such as help with printing, booking PCs, etc. I know that our in-depth enquiries has dramatically decreased over the last few years so it would be interesting to see how much time we now spend dealing with pratcical support.

Louisa – one of the best things about this new course that I’m on is finding other people who think just like me.