Delivering Online Student Self Service Support and Knowledge Management at Cape Fear Community...
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Transcript of Delivering Online Student Self Service Support and Knowledge Management at Cape Fear Community...
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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About Cape Fear Community College
• Located in Wilmington, NC
• 5th largest community college in NC
• ~8000 FTE (Curriculum)
– College Transfer,
– Vocational/Technical
The web/its importance
• Available 24/7, instant access to information
• Informational websites are expected by our future students.
How did students get information before “Ask Ray”?
• Before Ask Ray existed, our students:
– Walked up to a campus office
– Called someone in our campus phone directory
– Emailed someone in our campus directory
– Searched for answers on our website
– Read through the student handbook
Why Web Self-Service?
• Always available, 24x7.
• Reduces staff question volume – 7000 questions in Jan 2012!
• Not just an FAQ, or list of matching webpages. The most appropriate answer is selected and displayed.
Selection Process
• Watched the IR webinar.
• Looked for competitive products online
• Focus on Higher Ed
Implementation
• QuikStart service – 45 days to launch
• SmartSource service – constant improvement of knowledge base
Factors leading to success
• Started out with very thorough knowledge base.
• SmartSource rep helps by looking at non-matching queries and adjusting criteria or pointing out gaps in kb.