Web Self-Service in Times of Budget Uncertainty: A Case Study with Lane Community College
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Welcome to the IntelliResponse Webinar We will begin shortly. 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. Please note audio access for this webinar has been changed. By Phone: Use audio call in number on your recent “Webinar Reminder” email or simply dial the number to the right on your console By PC: Or listen in through your PC’s sound system.
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Transcript of Web Self-Service in Times of Budget Uncertainty: A Case Study with Lane Community College
Welcome to the IntelliResponse Webinar
We will begin shortly.
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.
Please note audio access for
this webinar has been
changed.
By Phone: Use audio call in
number on your recent
“Webinar Reminder” email or
simply dial the number to the
right on your console
By PC: Or listen in through
your PC’s sound system.
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.
Minimize webinar
console here
Use chat window to
submit questions
at any time
during the session!
Today’s Agenda
• Introductions
• Presentation from
• Q&A
Today’s Presenters
5
Mike Hennessy
Vice President
Fiora Starchild-Wolf
Enrollment Services Advisor
6
The Answer Suite
100 +Higher Education Customers
7
Campus-Wide Experience
8
QuikStart
SmartSource
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 [email protected]
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 [email protected]
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
Fiora Starchild-Wolf, MS Ed
Enrollment Services Advisor
