how collaboration created an online help desk and knowledge base for the campus community educause...
TRANSCRIPT
How Collaboration Created an Online Help Desk and Knowledge Base for the Campus Community
EDUCAUSE Mid-Atlantic Regional Conference 2008
Copyright © 2008
Karen BolandKathy Lewis
Margaret Matthias
This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the authors.
Presenters
Kathy Lewis, Instructional Technology Services Provides audiovisual classroom support and training
as well as graphics creation and tech support for the campus cable system
Margaret Matthias, Distance Education & E-Learning Administers WebCT and Moodle courses and provides
training and support for online and hybrid courses using videoconferencing, digital video editing, digital audio recording/podcasts and webcam sessions
Karen Boland, Computer Training & User Support Provides one-on-one and group training in a variety of
desktop applications including Microsoft Office and the University’s administrative system
Located in Scranton, Pennsylvania
Private, coeducational, Catholic institution founded in 1915 by the Sisters, Servants of the Immaculate Heart of Mary
Enrollment of over 3000 students in a variety of undergraduate, graduate, and doctoral programs
Marywood University
www.marywood.edu
Technology-Related Departments
Computer Training & User Support Distance Education & E-Learning Instructional Technology Services Help Desk Library Webmaster Assistive Technology Network Services MIS More technical than instructional
The goal of any instructional technology department is to provide successful education and support to all of its users in the form of:
One-on-one training Phone support Email support Workshops Classroom demos Documentation
Goal
Problems
Common (and often the same) questions are asked on a regular basis
The same types of one-on-one training are requested and repeated
Users are sometimes unsure which department or person to contact
Staff people rarely work after 5 PM or on weekends
Statistical reports related to support service were difficult to generate
Solution
A database or other type of repository was needed to store frequently asked questions and solutions Easily accessible (web-based) Available 24/7 Ability to upload files (documentation, videos) Integrated email with the ability to attach files Built-in statistics in order to track usage Affordable Easy to Use
Parature
Web-Based Help Desk Support Software Knowledge Base Downloads Ticketing System Built-in Statistics
Designer View of Parature
Initial Use
Initially Used to Support WebCT Users Created by Distance Education & e-Learning Introduced in Fall 2005 Link Added to myWebCT page Experiences
Link to the Online Help Desk
Collaboration
A Decision Was Made to Expand the Help Desk in Spring 2007
Staff From Other Technology Offices Worked On the Project: Help Desk Computer Training & User Support Instructional Technology Services
Frequently Asked Questions and Answers Added to the Knowledge Base
Documentation and Videos Uploaded
Client View of Help Desk
Promotion
Open House May 2007 Demos Conducted Food Served
Link (Help Desk) Placed in Prominent Spot on Marywood Web Page
Workshops (30-Minute) Scheduled Each Month “Using the Online Help Desk”
Flyer Regularly Sent to New Employees Flyers Placed in Freshman Packets Email Sent to Marywood Community
ResultsUsage (Adoption-2006)
80% increase in pages viewed 87% increase in visitors
0
500
1000
1500
2000
2500
2005 2006
2005 -vs- 2006
Service Requests
Visitor
Files Downloaded
Searchesperformed
Articles viewed
Pages viewed
Results Usage (2006-2007) with Collaboration
0
5000
10000
15000
20000
25000
2006 2007
2006 -vs- 2007
Service Requests
Visitor
Files Downloaded
Searchesperformed
Articles viewed
Pages viewed
89% increase in pages viewed 91% increase in visitors
Future Plans
Invite Other (Non-Technology) Offices to Participate Telephone Services CampusDocs Records Management/Archives Fiscal Services Registrar’s Office
Continue Promotion Efforts Continue In-Person Training
CAVEAT: The Online Help Desk is NOT intended to replace human contact and teaching, but instead to add to the many options available for technology training on campus.
