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Today’s Presenters

4

Mike Hennessy

Vice President

Christina Heikkila

Web Master

He goes online and begins his

STEVE’S ONLINE JOURNEY...

STEVE’S ONLINE JOURNEY...

65%

57%

34%

About Cape Fear Community College

• Located in Wilmington, NC

• 5th largest community college in NC

• ~8000 FTE (Curriculum)

– College Transfer,

– Vocational/Technical

Our Students

• High school students

• New high school grads

• Working adults

• Unemployed adults

The web/its importance

• Available 24/7, instant access to information

• Informational websites are expected by our future students.

How did students get information before “Ask Ray”?

• Before Ask Ray existed, our students:

– Walked up to a campus office

– Called someone in our campus phone directory

– Emailed someone in our campus directory

– Searched for answers on our website

– Read through the student handbook

Why Web Self-Service?

• Always available, 24x7.

• Reduces staff question volume – 7000 questions in Jan 2012!

• Not just an FAQ, or list of matching webpages. The most appropriate answer is selected and displayed.

Selection Process

• Watched the IR webinar.

• Looked for competitive products online

• Focus on Higher Ed

Implementation

• QuikStart service – 45 days to launch

• SmartSource service – constant improvement of knowledge base

Factors leading to success

• Started out with very thorough knowledge base.

• SmartSource rep helps by looking at non-matching queries and adjusting criteria or pointing out gaps in kb.

http://cfcc.edu

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