Online solutions: looking to the future of knowledgeBase management

The Princeton University Help Desk KnowledgeBase (KB) is a searchable online information system that publishes Princetonspecific computer solutions to better serve the University community. Heavily used internally by all Office of Information Technology (OIT) support staff, the KB is also marketed and publicized to the entire University community to promote online self-help. Over the past six years the KnowledgeBase has been molded to consolidate and streamline the documentation provided by OIT, gaining recognition and respect for its usefulness. The Help Desk has been able to increase productivity and its success rate of solving customer problems, with quantifiable results in the numbers of users serviced via the Help Desk web site. This presentation will provide a current look at the Help Desk KnowledgeBase, how it is used, and the plans for future development. Categories and Subject Descriptors H.3.5 [Online Information Services]: Web-based services General Terms Management, Docume...

• Type: Conference
• Year: 2004
• Where: SIGUCCS
• Authors: Annie Saunders
• Keywords: Help Desk, Information Management, KnowledgeBase, SIGUCCS 2004, University Community