How Collaboration Created an Online Help Desk and Knowledge Base for the Campus Community EDUCAUSE Mid-Atlantic Regional Conference 2008.

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How Collaboration Created an Online Help Desk and Knowledge Base for the Campus Community EDUCAUSE Mid-Atlantic Regional Conference 2008

Copyright © 2008 Karen Boland Kathy 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

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 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 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 Sent to Marywood Community

Results Usage (Adoption-2006) 80% increase in pages viewed 87% increase in visitors

Results Usage ( ) with Collaboration 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.

Contact Information Karen Boland Kathy Lewis Margaret Matthias