Web Self-Service in Times of Budget Uncertainty How Lane Community CollegeReduces Costs by Delivering Instant Answers to Student Questions Presented by: - Fiora Starchild-Wolf, Lane Community College Taylor Thurston, Lane Student Intern - Mike Hennessy, IntelliResponse 11
About Lane • Lane is located in Eugene, OR between the Pacific Ocean and the Cascade Mountains. • Enrollment is over 36,000 and increasing.Lane is a nationally respected Vanguard LearningCollege, providing accredited career/professionaland lower division transfer programs, as well asmany developmental skills and enrichment courses.
Our Students• Lane is an “open admission” college, accepting students of all types.• The resulting diversity of students is reflected in their knowledge and abilities.• Enrollment and Student Financial Services is a “one-stop shop” for most interrelated non-academic functions of the college.
How did students getinformation before?• Life before IntelliResponse: Student information required either direct contact with a college employee or the ability to navigate our website.• Attempting to navigate our website often led back to direct contact with a college employee.• Phones, in person, email, with several hundred contacts/day.
Why Web Self- Service?• Increased enrollment levels, fewer staff• Lane was already leading with web-based self-service, but this piece was missing.• Often, students were needing additional support during hours our campus offices were closed.• We needed an electronic Enrollment Services Advisor!
What we were looking for• Our current information system was cumbersome, we needed a dynamic Q&A system.• It needed to be easy to implement and maintain. Obviously, with low staffing levels, we didn’t need more to do!• It needed to be cost effective to both create initially and to maintain.
Our selection process: Why IntelliResponse?• Word of mouth…a demonstration by the University of British Columbia.• Compared favorably with system at Portland Community College. – Cost about the same – “One Right Answer” vs. “Intelligent FAQ” – IntelliResponse’s maintenance of system
Implementation• Formed Lane team• Define scope, initial list of questions.• Potential variations on questions.• Write the responses. Focus group test.• Define “look and feel”/placement on site.• Launch!!!• Follow up training/support
AskLane=Success!• It has now been about a year and a half, at a time of wildly increasing enrollment and further staff reductions.• AskLane has answered well over half a million questions.• We have been able to channel all our department email “contact us” through AskLane.• We use AskLane internally as well, helping staff/faculty help students.
Questions?Fiora Starchild-Wolf Mike HennessyLane Community College IntelliResponse Systems Inc.4000 East 30th Ave. 425 Adelaide St. W. Suite 200Eugene, OR 97405 Toronto, ON M5V 3C1Phone 541-463-5882 Phone 416-214-9337E-mail firstname.lastname@example.org E-mail email@example.comVisit our website at: http://www.lanecc.edu/ Visit our website at: www.intelliresponse.com 21