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Welcome to the Webinar Start time: 1:00PM EST, April 5, 2011.
Web Self-Service in Times of Budget Uncertainty
A Case Study with
Lane Community College
Hosted by: IntelliResponse Systems Inc.
Featuring:
Housekeeping
Copyright © 2009, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.
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6
The Answer Suite
Campus-Wide Experience
8
11
Web Self-Service in Times of Budget
Uncertainty
How Lane Community College
Reduces Costs by Delivering Instant
Answers to Student Questions
Presented by: -
Fiora Starchild-Wolf, Lane Community College
Taylor Thurston, Lane Student Intern -
Mike Hennessy, IntelliResponse
About Lane
• Lane is located in
Eugene, OR between the
Pacific Ocean and the
Cascade Mountains.
• Enrollment is over
36,000 and increasing.
Lane is a nationally respected Vanguard Learning
College, providing accredited career/professional
and lower division transfer programs, as well as
many developmental skills and enrichment courses.
Our Students
• Lane is an “open admission”
college, accepting students of all
types.
• The resulting diversity of students
is reflected in their knowledge and
abilities.
• Enrollment and Student Financial
Services is a “one-stop shop” for
most interrelated non-academic
functions of the college.
How did students get information before?
• Life before IntelliResponse:
Student information required
either direct contact with a college
employee or the ability to navigate
our website.
• Attempting to navigate our
website often led back to direct
contact with a college employee.
• Phones, in person, email, with
several hundred contacts/day.
Why Web Self-Service?
• Increased enrollment levels, fewer
staff
• Lane was already leading with
web-based self-service, but this
piece was missing.
• Often, students were needing
additional support during hours
our campus offices were closed.
• We needed an electronic
Enrollment Services Advisor!
What we were looking for
• Our current information system
was cumbersome, we needed a
dynamic Q&A system.
• It needed to be easy to implement
and maintain. Obviously, with low
staffing levels, we didn’t need
more to do!
• It needed to be cost effective to
both create initially and to
maintain.
Our selection process: Why IntelliResponse?
• Word of mouth…a demonstration by
the University of British Columbia.
• Compared favorably with system at
Portland Community College.
– Cost about the same
– “One Right Answer” vs. “Intelligent FAQ”
– IntelliResponse’s maintenance of system
Implementation
• Formed Lane team
• Define scope, initial list of questions.
• Potential variations on questions.
• Write the responses. Focus group test.
• Define “look and feel”/placement on site.
• Launch!!!
• Follow up training/support
AskLane=Success!
• It has now been about a year and a
half, at a time of wildly increasing
enrollment and further staff reductions.
• AskLane has answered well over half a
million questions.
• We have been able to channel all our
department email “contact us” through
AskLane.
• We use AskLane internally as well,
helping staff/faculty help students.
Questions?
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Mike Hennessy
IntelliResponse Systems Inc.
425 Adelaide St. W. Suite 200
Toronto, ON M5V 3C1
Phone 416-214-9337
E-mail mike.hennessy@intelliresponse.com
Visit our website at: www.intelliresponse.com
Fiora Starchild-Wolf
Lane Community College
4000 East 30th Ave.
Eugene, OR 97405
Phone 541-463-5882
E-mail starchildt@lanecc.edu
Visit our website at: http://www.lanecc.edu/
Thank you for joining us!
HAVE A QUESTION?
Copyright © 2009, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.
Mike Hennessy
VP Marketing
mike.hennessy@intelliresponse.com
Fiora Starchild-Wolf, MS Ed
Enrollment Services Advisor
starchildt@lanecc.edu