Web Task Force Meeting Notes

September 21, 2006

# 1 - Demonstration of product: Web Question

Frequently asked questions

  • Topics
  • Drop down as many items as you want
  • Sub links
  • Search through knowledge base
  • 70-80% visitors find answers through this tool
  • Ask a question
  • Submit question, confirm question. The page is customizable
  • Staff assigned receive questions
  • Look at issues
  • Daily
  • Open reference number response to visitor (student)
  • Link to format answer from web link
  • Can look at programmed answer instead of writing a new answer
  • You can publish answers to the web for next inquiry
  • Set up expiration date
  • To renew this answer from the web site
  • The daily process is simple.
  • All departments have different needs
  • Administration
  • Group information
  • Create group based on need
  • Build knowledge base for restricted audience
  • Work flow
  • Send question to a specific department and can assign it to the department or individual staff members.
  • Questions
  • Issue information
  • Can look at the history
  • Customer info, etc.
  • Group:
  • Questions
  • Required fields. If they do not know which department assign the question to the correct department
  • If any answer is not in the knowledge base go to Ask Question. If it goes to the wrong department it will be reassigned to the Connect department.
  • Can Counselors questions be considered
  • By default private until published
  • Create copy
  • Published
  • Who answers questions and how many?
  • Under reporting area
  • Key word search report: use to improve knowledge base e.g. questions about a holiday zero times answered then look at this item
  • Staff to review questions daily
  • Work Flow Rule Maintenance
  • Create rule
  • Report sent if not reviewing questions
  • Web Based
  • Administration has access to customizing
  • Filter data and edit
  • View staff info, etc
  • No limit to the number of staff to answer questions-each staff = fee
  • Can forward questions to add to the knowledge base for no fee
  • Omi
  • Training
  • To update pages and review for current info every 6 months
  • Create group to look at product to help determine use, our need, identify funds
  • What other options are available
  • ITS does not need to service
  • #2 Update
  • Banner photo
  • Refresh mostly administration and student service areas
  • 6month renew process/ refresh
  • Website disclaimer every program (link)
  • #3 Sub committee online form
  • Convert forms to on-line format
  • Some to be stored in database
  • Standardize forms for consistency
  • #4 Omni forms

-Looking at software to electronic format instead of data manual entry

  • Review enlisting formats
  • Committee Meeting 2nd Thursday of every month
  • 2-3 pm
  • #5 Compton Center Web pages
  • Some departments need separate pages
  • Transition page or information page
  • Work through task force
  • Some pages are combinations of ECC and CC. Identify if you came from CC
  • Should come from departments to review needs
  • Pages for posting: highest need; timeline; enhance
  • #6 Omni Training
  • ECC Staff Development will set up classes (specialized training for new users in Oct/ Nov)
  • ECC Staff Development to set up a refresher course
  • Departments can update their pages- their schedules, on or off campus – 1 person reviews/ approves 24 hrs page updates. Melanie reviews spelling, broken links, layout of page
  • Adobe Acrobat
  • Quotes too much money for software license campus wide
  • On campus we have 6 computers to load software or send Melanie (24 hour turn around)
  • Web Trends
  • No detail way to monitor stats? –none at this point
  • No tracking
  • Request has been made to purchase software to help track “on server”
  • “Web trends analysis” - $600
  • CC- meeting on site
  • Focus on CC
  • Items to address
  • Compton library needs immediate attention
  • Logo being developed
  • Next meeting Nov. 11/16/06 at 3-4:30 3rd week