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

Friday, January 18, 2013 | 9:30AM–10:15AM | Harborside Ballroom E
Session Type: Professional Development
To balance the ratio of direct assistance vs. 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

  • Joe Kirby

    Assistant VP, Division of IT, University of Maryland, Baltimore County

  • Anna Sniadach

    Manager, University of Maryland, Baltimore County