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Ask Sheffield FAQ Database

Ask Sheffield FAQ Database. Student S ervices Information Desk. http://ask.sheffield.ac.uk/. Purpose. Answering general enquiries about student related matters Prospective students Current students Alumni Signpost to specialist information resource

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Ask Sheffield FAQ Database

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  1. Ask Sheffield FAQ Database Student Services Information Desk http://ask.sheffield.ac.uk/

  2. Purpose • Answering general enquiries about student related matters • Prospective students • Current students • Alumni • Signpost to specialist information resource • Being signposted from specialist information http://ask.sheffield.ac.uk/

  3. How does it fit in? Prospective Students Current Students Graduates/Alumni Ask Sheffield Categorised Web Forms Signpost to information resources elsewhere on the website or in the University Redirect / Refer to specialists elsewhere in the department or University Automatic Responses Answer General Enquiries StandardSentences Closed Enquiries

  4. Companies using MetaFAQ

  5. Benefits • Answers 80%-90% of routine enquiries automatically online. • Quicker response times by reducing overall volume of inbound emails • Enables customers to find information faster. • Reduces frustration of users by giving them an answer or directing them to a member of staff. • Gain invaluable customer insight. http://ask.sheffield.ac.uk/

  6. Features • Natural language processing • Popular entries are positioned for quick access. • Recommends other content on related subjects. • Queries not answered are routed to a member of SSiD staff • Answers linked to other web pages or contacts. • Comprehensive statistics • The knowledgebase can interface with SOAP, WSDL and .NET APIs. http://ask.sheffield.ac.uk/

  7. Recent improvements • Cleaner look and feel and improved navigation • Enquiries divided into categories • The ability to filter questions by category and sub category • An improved (optimised) search engine • Individual FAQs accessible to search engines such as Google • Increased number of FAQs • Links to the SSiD contact web page after the user has attempted at least one search.

  8. Who is on board? • Admissions • Disability Support • Financial Support • Income office • International Exchanges • International Recruitment • International Student Support • Library Services • Recruitment Support • Registry Team • Student Fees Team • UK/EU Recruitment • Students’ Union Marketing • Taught Programmes • U Sport http://ask.sheffield.ac.uk/

  9. The near future… • Link to Ask Sheffield from home page • Google search box results to highlight Ask Sheffield • Ask Sheffield right hand image to replace text links on existing University pages. • Migration of Current Students FAQs to Ask Sheffield • Approach academic departments to ask for their contribution • Contacting all web editors to ask them to add Ask Sheffield to their websites. • Redesign of Ask Sheffield to display three main categories (Prospective, Current and Alumni). Other categories may include: parents, employers, staff, academic departments, etc. http://ask.sheffield.ac.uk/

  10. How can you help? • Promote Ask Sheffield – the University’s FAQ database •  Access the database and add and update your own FAQs • Help route enquiries through Ask Sheffield to your enquiry handling systems http://ask.sheffield.ac.uk/

  11. To contribute contact: • Simon Linskill (s.linskill@sheffield.ac.uk). http://ask.sheffield.ac.uk/

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