Delivering Online Student Self Service Support and Knowledge Management at Cape Fear Community College
Aug 20, 2015
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Minimize webinar
console here
Use chat window to
submit questions
at any time
during the session!
•
•
•
•
Today’s Presenters
4
Mike Hennessy
Vice President
Christina Heikkila
Web Master
He goes online and begins his
STEVE’S ONLINE JOURNEY...
STEVE’S ONLINE JOURNEY...
65%
57%
34%
About Cape Fear Community College
• Located in Wilmington, NC
• 5th largest community college in NC
• ~8000 FTE (Curriculum)
– College Transfer,
– Vocational/Technical
Our Students
• High school students
• New high school grads
• Working adults
• Unemployed adults
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.
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