My view of research before this class started was pretty much just researching something I was interested in, whether it be a product I was interested in buying or a game that I knew very little about. I researched by looking up other reviews online or checking online wikis for whatever I was interested in. Often wikipedia was part of that research. Wikipedia usually has sources to back up what it is saying so I would check the sources that people would supply to backup my research.
This class is showing me many more ways of researching a topic in a different way. I have never researched something to this extent. I know it will be challenging, but I know at the end of all the work I will come out learning something.
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(1) Read through your Project Proposal, one paragraph at a time. As you read each paragraph, type a one-sentence summary of what that paragraph is actually doing. Be sure to only pay attention to the paragraph you are currently reviewing. Record each of these summary sentences, and put them in a continuous paragraph.
(2) Read over this “reverse outline,” and answer the following question: does this paragraph represent what you want the project proposal to do? In other words, since the reverse outline provides a snapshot or overview of your paper as it is actually written, can you identify problem areas, paragraphs that have no clear purpose, an order (in the paper) that does not make sense, and so forth. (3) How will you revise based on what you have discovered in creating your reverse outline? Paragraph 1 introduction. Introduces the paper and states the main issues and my CRQ. Paragraph 2, what the store is doing already. Paragraph 3 what I could research to improve scores and why the scores are low. Paragraph 4. Audience and stakeholders. Paragraph 5, methodology. Paragraph 6 conclusion. I feel like this structure is strong. Every paragraph has a place and it works cohesively.
(2) What do you foresee being the most challenging aspect of the larger project, and why? (3) How can you - in practical terms - meet the challenges you describe above? My CRQ is directed at the Starbucks employee discourse community, it will be relatable to other discourse communities though. Such as people who frequently drink and order Starbucks. It might be applicable to the customer service discourse community in general. I will be mostly writing about how myself as a Starbucks employee and how my fellow Starbucks partners have customer interactions
I will write for these different kinds of discourse communities by addressing them. Why does it matter so much for employees to have good customer interactions? How does it feel to be in the shoes of a customer who has just experienced a bad interaction. Written observations will count towards the evidence. Maybe even interview results. I will write with the knowledge and experience that many different kinds of people will be reading my findings. I will base it in fact and not opinion. Show the results and hope that’s what matters most. My audience for my larger project would be my peers and professors at ASU, my fellow Starbucks employees, and people who frequent Starbucks. I’ll report my findings to whoever could use the information, if I look into customer service scores and how to improve them I think many of my colleagues would find it useful. This audience makes sense because it would create a better atmosphere and a better overall environment for customers and employees alike.
I will explain the exigency by explaining how customer ratings have been tanking recently, I have a few theories why they are so low, but I could explain how it needs to fixed in the near future. I will show that it is the right time to explore this CRQ because the ratings are just so low, if I look into it now I could really find out why they got there in the first place. At first I was at a loss as to what my CRQ would be, what is under my control and what can I change. My first thought was what could I change in the gaming community, then I started thinking about what problems there are, that got me thinking about the gaming chat platform discord. I thought of ways I could change my personal discord for the better. I then thought “ you know what I have power to change or at least help change, my Starbucks.” I thought of the problems that were under my control. I remembered that my stores customer service scores were low so I figured I could improve my customer service skills and that would not only help me, but my fellow co-workers.
My first CRQ was “How can I help improve customer service scores.” I figured that this would have many assumptions and I asked myself what assumptions there were. So I reworked the question to ask, “How could a Starbucks employee, working in a store that has poor customer ratings, improve said ratings?” This way the question was open ended and not just aimed at employees at Starbucks. I could ask this question to most people and they would try and give me an answer I thought. I posted this question in the discussion forums, but got no feedback unfortunately. I think I have the power to actually make a difference at my Starbucks store. |
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