Using FAQs to Help Users Help Themselves John Fritz & Andrea Mocko University of Maryland, Baltimore County SIGUCCS 2015 St. Petersburg, FL
About UMBC ● Founded in 1966 (5 mins from BWI Airport) ● Research extensive Carnegie classification ● Student Enrollment, Fall 2014 ○ 13,979 (11,379 undergrad, 2,600 graduate) ● 769 Faculty (501 FT, 268 PT), 1,248 staff Selected Brags ● ● ● ● ●
#1 “Up and Coming National University” U.S. News, 2014-2009 Leading producer of minority undergrads who earn doctorates in STEM disciplines One of 50 Best Colleges for Women 7-time National College Chess Champions
Overview 1. 2. 3. 4. 5. 6. 7.
About Us Problem Solution Results Issues & Opps Resources Q&A
Problem ● ● ● ●
FY09: IT Adopts RT (Request Tracker). FY10: Campus begins to adopt RT, too. FY11: RT usage tops 50k (½ by IT) FY15: RT usage tops 100k (¼ by IT)
However . . . ● Help Desk: 2 FT staff, 12-15 PT students ● KB used infrequently (10 to 1 IT staff support vs. user self support) ● How do we scale?
Solution ● Revamp FAQ ○ ○ ○ ○ ○ ○
Identify common RT ticket requests Use "show & tell" screencasts of key IT tasks Prominently display FAQ on portal Encourage users to suggest, correct FAQs. Identify and eliminate "dead wood" Create FAQs on "Creating FAQs"
● Create a "Ticket Quality Rubric" encouraging support staff to recommend FAQs ○ Key: A good FAQ is an acceptable, initial resolution to a ticket.
www.umbc.edu/faq
doit.umbc.edu
IT FAQs Only
myUMBC Campus Portal
Results
Page Views: FY12 vs. FY11
Page Views: FY15 vs. FY14
RT Use by Division
Phone Calls to TSC
Practice Quiz Ticket Quality "Calibration"
A
1
Use & Refer to FAQs
B
2
Very Good, Direct Assistance
C
3
Timely & Adequate Support
D
4
Excessive Delay, Cryptic Support
F No Response
5
Instructions ● “Grade” each ticket using the ticket rubric at: www.umbc.edu/go/ticketrubric ● “Vote” on the grade you’d give at: pollev.com/fritzumbc
#153467 Bb Quiz Timeout
A
1
Use & Refer to FAQs
B
2
Very Good, Direct Assistance
C
3
Timely & Adequate Support
D
4
Excessive Delay, Cryptic Support
Vote at pollev.com/fritzumbc
F No Response
5
#190621 Export Bb Course
A
1
Use & Refer to FAQs
B
2
Very Good, Direct Assistance
C
3
Timely & Adequate Support
D
4
Excessive Delay, Cryptic Support
F Vote at pollev.com/fritzumbc
No Response
5
Weekly Ticket Review | Summary
Weekly Ticket Review | Detail
Next Steps Issues ● Creating Buy In from non-IT units ● Confluence isn’t “pretty” (right UI?) ● Satisfying ego of support “stars” Opportunities ● Integrated into myUMBC search ● Featuring more in DoIT site redesign ● Partnerships (e.g., UMBC CIRC, UW, IU)
Resources ● KB's We Watch ○ University of Wisconsin https://kb.wisc.edu ○ Indiana University kb.indiana.edu ○ Virginia Tech answers.vt.edu ○ Boston University www.bu.edu/tech/contact/
● Using Confluence as a Knowledge Base https://confluence.atlassian.com/x/kiUCLg
Success is Never Final :-)
Q&A Thanks!
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