I was forced to get a new phone; the old one started to precipitously decline and would randomly restart. I’m a creature of habit and I’m easily bewildered by new technology (shocking for a computational chemist, I know!); I’ve only owned two smartphones in thirteen years (an iPhone5 and a first-generation SE). To minimize having to switch again in the next five years, I decided on an iPhone17. I was dreading making the switch.
The Apple store at my local mall was quite busy when I arrived; eventually someone was assigned to help me. I said I was interested in getting a new phone. The employee wanted to know which model, assumed I knew all the pros and cons, was curt in her responses, and I felt rushed through the process. I was nervous about moving data from my old phone to my new one, but was told it would be easy and I should “just follow the prompts”. A new phone was given to me in its box, I tapped my credit card, and I was done. The employee moved on to the next customer. Purchase completed, but anxiety heightened.
I stopped by the T-Mobile store for help getting the SIM and info in my old phone transferred to the new one. There were no other customers at the store, and the employee was relaxed and friendly. I said I was feeling anxious about the challenge given my old phone had a very old OS which suggested a more arduous process. But the employee helped me through the steps, which turned out to be short and easy. The phones, placed next to each other, did their info-sync dance. He then patiently showed me some basic moves for my new phone (when to use buttons and how to swipe for different options). He empathized with the challenge of switching to a new outlay, and answered my very basic questions without judgment of my ignorance. It was a very positive experience and reduced my anxiety substantially.
The epiphany I had after these two contrasting customer experiences is that I want my students to experience the second one when they visit me in office hours. However, more often than is warranted, they get the first one instead. The problem is me; I’m overly efficient, and sometimes the student feels rushed through a process. If the student was feeling anxious by their ignorance, I haven’t allayed the student’s (usually unspoken) concern. I expect a student to have done some background work and have their questions ready, and I answer them efficiently, especially if there is more than one student in my office. I ping-pong amongst the students so they get their answers efficiently while making sure no one student has to wait long in between. Students have busy lives, many busier than mine, and I don’t want them to experience long wait times if they visit. If there’s only one student in my office, I don’t have to ping-pong but I do multitask and work on something else in between their questions, which I suppose is me trying to be efficient with my own time. But from their point of view, the vibe I’m giving out might well be “I’m a busy person, so get on with it.” Overly efficient.
In my student evaluations, I get the occasional comment from a student that feels intimidated about asking questions in office hours and feels I was being dismissive in my answers. It’s true I expect the student to come into office prepared with their questions after working through the material; that’s something they should learn to do as they prepare for the working world. I also have a philosophy of not spoon-feeding; I sometimes respond with a question or ask a student to look at their notes to see the definitions or examples we covered in class. I want the student to understand that they have to put in the time and work to chew over what we’ve covered and not just say “I didn’t understand anything in class” and try to get me to go over it all again a second time. The vibe I’m giving off? Like the Apple employee. Quick, curt, efficient, and expected me to know what I was looking for before I came in.
Not all students feel this way. Some like the way I do things and say so in the student evaluations. They felt their questions were answered, that I was helpful in office hours, and felt that I cared that they were successful in the class. They said I was accessible, even when other students were in my office. But these are likely the students who were not struggling excessively with the material, had a reasonably good background coming into class, and were stronger academically. They liked the depth, my varied explanations, and felt that the way I organized the class set them up for success. In contrast, the students who had negative experiences comment that I go over the basics too quickly, I’m not good at teaching beginners, and that I assume prior knowledge they don’t have. How I felt at the Apple store likely mirrors how some of them were feeling. So while I have good reasons for the way I structure my class and office hours, my recent customer service epiphany tells me that I need to make some changes so that the anxious students who feel they are clueless in class feel more welcome to ask questions and feel like they were actually aided.
My mantra to myself this semester is “don’t be overly efficient”. When you’re old and set in your ways, it’s harder to change. But that’s not an excuse; rather it’s a challenge I need to overcome. I know that I will revert to my efficiency (hopefully not too often) during office hour visits or during my interactions in class, but I need to keep making the effort to help the struggling students feel welcome. They’re the ones that need the most help, and if they’re not coming to my office, that’s a problem and I’m not helping them. I don’t need to be overly efficient with my own time, and maybe my time-log (which was likely excellent to have in my first several years as a professor) has slowly compounded my overly efficient behavior. I’ve been successful partly because I was efficient, and I want students to learn to be efficient in managing their time and learning. But more importantly, they are students, and still learning. I need to make accommodations and at least not give out an “impatient” vibe in my interactions with them. I think I’m being efficient. They think I’m impatient and that they’re not worth my time. I need to work on this because the whole reason I became a professor at a liberal arts college (and not a research-intensive university) is because I want to spend most of my time teaching students.
I tell students that office hours (I’ve called them “Drop-in hours” for the last five years) are my favorite time in my workday. It’s when I feel I actually help them individually because it’s harder to do so in the classroom with many students. I tell them I look forward to seeing them, but it’s clear some don’t believe me and my over-efficiency vibe dissuades them. I feel that fewer students come to my office in the age of A.I., where a friendly chatbot is always there to answer their questions as many times as necessary and makes them feel good while doing so. I’m no chatbot; I should be better than a chatbot (I’m certainly more accurate and I actually care about their learning as a human being). My goal this semester is for more students to feel that I am accessible, especially the ones that should be coming to my office to ask questions. Maybe my new phone can be a visible reminder to be more like the helpful T-Mobile employee and not be overly efficient.