How Good FAQs Can Change the Culture of IT Support (Inside and Out)

Thursday, November 08, 2012 | 10:10AM–11:00AM | Meeting Room 503/504
Session Type: E12

To balance the ratio of direct assistance versus user self-support "help" transactions, UMBC analyzed its "trouble ticket" metrics, overhauled its knowledge base (www.umbc.edu/faq) and encouraged IT staff to recommend relevant FAQ articles as an initial ticket resolution. For a demo, see http://my.umbc.edu/go/about-help.

Presenters

  • John Fritz

    Assoc. VP, Instructional Technology, University of Maryland, Baltimore County

  • Jack Suess

    Vice President of IT & CIO, University of Maryland, Baltimore County

Resources & Downloads

UMBC FAQ Google Presentation by John Fritz ...
Off-site resource
Uploaded on 02/03/2014