DoIT Offers UMBC FAQ Workshop
Help Users Help Themselves
Location
Engineering : 025
Date & Time
February 19, 2015, 11:00 am – 11:50 am
Description
One of the best ways to scale up campus support is to help users help themselves, particularly for recurring, basic tasks you may be handling by phone, email, RT (Request Tracker) ticket or in-person. To help, DoIT encourages campus departments to consider adding to the UMBC FAQs (Frequently Asked Questions) available on the myUMBC Help menu or directly at www.umbc.edu/faq. In 2014 alone, the FAQs generated more than 400k page views, and DoIT has seen a dramatic reduction or slowing of RT ticket growth over the past three years.
In addition to showing how a centralized approach to knowledge management complements the Campus' growing use of RT, this informal workshop will provide a hands-on lab with supportive DoIT staff to develop your own FAQs that you can "deep link" from your existing website and track with Google Analytics. For a sneak peak at the topics to be covered, including creating and publishing your own "Show Me" screencast on the UMBC FAQTube, check out the FAQs about FAQs.
